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Call Center Manager - 313380

Company: Procom
Location: New York
Posted on: November 22, 2021

Job Description:

Desktop Support & Call Center ManagerOn behalf of our client, Procom Services is currently looking for a Desktop Support & Call Center Manager in New York, NY for a 5-month contract.Desktop Support & Call Center Manager Responsibilities:

  • Responsible for the overall success of the US Information Technology Call Center, which provides the intake, resolution or assignment of technical requests and trouble tickets for the organization's US staff.
  • Responsible for 1st level support of all desktop hardware and software issues, mobile device configuration and troubleshooting, business operations and general support.
  • Develop the staff, systems and processes used to ensure best-of-class IT support services in a fast-paced banking environment.
  • Develop and Enhance Knowledge Base articles that can be used by the team and by our customers.
  • Champions a high-performance, customer focused culture to deepen client relationships and leverage broader bank relationships, systems and knowledge.
  • Develop relationships with enterprise subject matter experts, support teams and 3rd party vendors.
  • Fields incoming help requests from end users via telephone, Service Now tickets and email in a professional, courteous, effective and efficient manner.
  • Documents all pertinent end user identification and issue description in the company's ticketing system.
  • Applies diagnostic methodology to aid in troubleshooting.
  • Performs remote fixes at the desktop and mobile device level, including installation, upgrades and configuration of systems and applications.
  • Resolves computer, laptop, mobile device and printing issues.
  • Supports Windows OS, MS Office Suite, Active Directory and enterprise applications.Desktop Support & Call Center Manager Skills:Must Have Skills/Requirements
    • 7+ years of experience in a Call Center Manager Position
    • 5+ years of experience in a Desktop Support Manager role to be able to troubleshoot the technical aspect
    • 5+ years of experience managing staff from scheduling, workload distribution, etc.
    • 5+ years of troubleshooting experience or working directly with the troubleshooting teamsNice to have Skills:
      • Desktop support management experience at a large global financial institution is preferredSoft Skills:
        • Self-starter that actively engages issue seeking resolution, ability to meet dynamic changes on prioritization
        • Ability to manage assigned tasks and expectations without direct instruction or oversight
        • Fast, adaptable learner who can hit the ground running
        • Ability to work well under pressure while demonstrating strong professionalism
        • Excellent communications skills to coordinate with high ranking individuals internally (Director, VP level and up)
        • Strong investigation, prioritization, and organization skills
        • Candidate must have an open mind when it comes to approach, and be able to assess each situation separately
        • Must be able to collaborate closely with a team at times, while also being capable of holding themselves accountable to meet individual deadlines without hand holdingEducation and Certifications:
          • Bachelor's degree in a technical field such as computer science, computer engineering or related field required
          • MBA or other related advanced degree preferredDesktop Support & Call Center Manager Assignment Length:5 Month Contract with possible extension.Desktop Support & Call Center Manager Start Date:July 2021

Keywords: Procom, New York , Call Center Manager - 313380, Executive , New York, New York

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