Thompson Technologies has a 3 month contract to hire opportunity for a HelpDesk Lead in the Buckhead area.
Job Summary:
Under general direction, has duties of instructing and directing the work of other IS personnel, management of IS Department administration, and Project Manager assistance on internal projects.
Job Responsibilities:
Direct and manage the daily operations of the ServiceDesk.
Manage ServiceDesk staff including training, and scheduling work assignments.
Assist in personnel functions such as making hiring/termination recommendations and providing feedback for performance reviews.
Coordinate ServiceDesk information and activities with other IS Managers.
Monitor and evaluates service response times and quality and assumes responsibility for overall customer satisfaction.
Manage software and hardware procurement and asset management.
Produce management reports of ServiceDesk activities.
In partnership with the Infrastructure Team, respond to related, escalated user issues, diagnose root cause, coordinate solution, document resolution, and communicate with all involved parties.
Develop, implements, and enforces policies and standards.
Manage supporting documentation of all activities.
Additionally, the position includes using any system identified for tracking purposes, cross-training to provide backup for other IS functions, and developing common consulting skills such as writing project plans, producing status reports, etc., and any other tasks as requested by management.
Knowledge and Skills:
Knowledge of corporate business systems and the implications of specific applications
Understanding of all technologies in use – XP, Active Directory, Microsoft Office, Visio, Project, SharePoint, RSA, etc. (FrontRange HEAT desired)
Excellent interpersonal, business management, and customer service skills
Excellent communication and presentation skills
Ability to design organization structure and analyze and improve department procedures
Ability to translate technical information in non-technical terms for verbal and written communications
Ability to build a team and lead in a team-oriented environment
Minimum Qualifications
Bachelor’s degree in Computer Science or a related degree, or equivalent education and a minimum of five (5) years experience in an IS support role in combination with a minimum of two (2) years experience in a ServiceDesk Team Lead role.
Email your resume to chad.cohen@ttinc.net for additional details.
Thompson Technologies has been named several times as one of the fastest-growing companies in the country by Inc. 500. We have recently been selected as one of Atlanta's 50 fastest growing companies by the Atlanta Business Chronicle! Our growth is due mainly to a partnering approach with our Clients. We are focused on making our Clients successful, and we do it with honesty and integrity.
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