• Jersey City , NJ
  • Customer Service/Call Center
  • Full-Time
  • 10 Bayside Terrace

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Job Description

This position requires previous experience, exceptional communication skills, excellent technical background, and sound troubleshooting abilities. Additionally, the Desktop Support Manager will work closely with IT teams to implement initiatives across the organization. U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
Duties and Responsibilities:
Lead a team of technicians and support coordinators; oversee the day to day operations of the Desktop Support team, providing technical leadership, mentoring, a delegation of responsibility and identifying and providing staff development
Maintain a strong customer service mindset while adhering to all IT policies and procedures
Document Incidents and Work Orders with detailed break-fix steps and resolution in the ticket tracking system
Compile weekly, quarterly and annual reports and metrics. Provide data and reporting of KPI s and trends to IT leadership
Act as an escalation point for the end user requests and incidents
Manage and maintain processes for IT inventory, purchasing, procurement, and deployment
Schedule help desk and desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
Oversee the development, implementation, and administration of staff training procedures and policies as well as provide training, coaching and mentoring.
Manage relationships with 3rd party vendors
Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service
Support all Windows OS (7 and 10) and All MS Office Versions (O365, 2010, 2013, and 2016)

Successful Candidate should have:
Strong communication skills with the ability to deal with stakeholders at all levels
Ability to define problems, collect data, establish the fact, and draw valid conclusions
Collaborative approach and strong relationship building skills
Ability to think strategically and deal effectively with competing priorities and demands
Strong problem solving and analytical skills
Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
Outstanding leadership capabilities, with the ability to lead, train, develop and motivate a team
Proven ability to prioritize and re-prioritize work due to changing business/client requirements
High-level experience with Microsoft Office 365, Active Directory Administration, and Virtualization Technologies
Proficient in Windows 10, Windows 7, and Microsoft Office Suite

At least five years of experience as a Help Desk Technician along with two years of management experience
Experience in developing and implementing ITSM/ITIL processes, metrics and documentation
IT Service Management tooling experience
Advanced technical support experience with the following technologies:Active Directory administration
Microsoft Windows OS s and Office applications (O365)
Apple Hardware and MacOS
OS and application deployment tools and imaging software
Endpoint Management technologies

Company Description
Triveni is a technology company located in the New York City area. Triveni utilizes agile technologies to develop solutions for our clients. We are seeking highly-motivated engineers to join our team. The successful candidate will focus on the engineering and development of complex business requirements. We provide a casual work environment where hard work is rewarded.
Associated topics: assistance, deskside, information technology, network, patient, service, support, systems administrator, technical support specialist, technician ii

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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