Location: Brunswick, GA

Duration: 6–12 months Temp to Perm

• Supervise Help Desk Computer Operators, PC Technicians and Telcom
• Essential Responsibilities
• Directly manage the day to day activities of IT service management, incident, problem management team including Telecommunications, the help desk and technical delivery teams.
• Lead and own the mission, vision, values & outcomes of IT service delivery partnering with leaders, internal subject matter experts on service management.
• Formulate, publish & enforce IT service delivery policies to meet business objectives.
• Define, maintain and report on service level agreement (SLA) compliance and service metrics.
• Focuses on aligning IT services with the needs of end users.
• Coordinates and assigns build and maintenance of the knowledge base.
• Track and analyze trends in call centers, service desk requests and incidents, working with appropriate departments to bring about problem resolution and root cause analysis.
• Identify, recommend, develop and implement training programs to increase effectiveness of IT support groups.
• Prepares and monitors department statistics to ensure SLA (Service Levels) are established and maintained.
• Assist in project design and scope of work creation for adoption for Service Desk.11. Assists in developing and maintaining the call centers and reporting

Qualifications:

Education

• Associate’s or Bachelor’s Degree in IS/ Computer Science or a related area (or experience equivalent) preferred.

Experience

• 5 years of experience in service desk management, technical support and escalation management required
• Information Technology Infrastructure Library (ITIL) Certification
• Basic understanding or ability to obtain basic understanding of enterprise technology and ability to support these tools even outside of expertise; including but not limited to Windows, Operating Systems, Basic computer hardware skills.
• Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
• Leader that inspires teammates to follow them
• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well