Responsible for managing and coordinating urgent and complex computer systems issues; serve as an escalation point for all requests and incidents; develop mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization; determine root causes of issues and communicate appropriately to internal and external customers; oversee systems solutions repository and ensure top quality solutions are available to the staff; develop Service and Business Level Agreements to set expectations and measure performance; develop an effective and workable framework for managing and improving customer IT support in the organization; advise management on systems situations that may require additional client support or escalation; train the IT team to provide patient, yet helpful advice to customers; monitor communications to make sure they satisfy customer needs and are free of disdainful, ill-mannered, or thoughtless attitudes; utilize Active Directory, Microsoft Office 365, Windows Servers, Cisco setup and administration, SCCM reporting, IT asset intelligence, ServiceNow administration, Citrix, forecasting, data analysis, ITIL, and IT policies and procedures creation and management to perform duties; develop guidelines and procedures to improve the quality of computer systems help that the team delivers and follow-up with the areas in which communications need improvement; provide data and reporting of KPIs and trends to IT department and others; drive Ticket Deep Dive and develop strategies for improvement; train, coach, and mentor Service Desk Specialists including career development; build and obtain training material for support staff; schedule employees’ working times and provide backup support to ensure that sufficient employees are available to handle internal and/or external inquiries; build and maintain relationships with staff and customers, both internal and external; aid with analysis and telecom invoice auditing using both automated and manual approaches to identify errors and disputes with carriers and provide customers with recommendations; communicate with vendors' contacts to resolve issues with invoices, billing, and contract negotiations; are responsible for workflow and automation using Azure Functions, Azure Active Directory, and Azure MFA and licensing. Location: 6000 Parkwood Place, Dublin, OH 43016; Salary: $103,106 per year; |
Education: Bachelor’s Degree in Computer Engineering, Computer Science, Electronic Engineering, or in a related field of study (will accept equivalent foreign degree); Experience: None; Will accept two (2) years in the position above, as a Help Desk Support Manager, as a Help Desk Support Team Leader, as an IT Asset Manager, as a Service Desk Subject Matter Expert, or in a related occupation in lieu of the primary education and experience requirements. Other Requirements: Academic and/or work experience must include any use of all the following: Active Directory, Microsoft Office 365, Windows Servers, Cisco setup and administration, SCCM reporting, IT asset intelligence, ServiceNow administration, Citrix, forecasting, data analysis, ITIL, and IT policies and procedures creation and management. Will also accept any suitable combination of education, training, and/or experience.
All applicant resumes must reference above job code and be submitted via First Class U.S. Mail to: Veronica Sanchez Sr. HR Business Partner Syntax Systems USA, LP 601 Keystone Park Dr, Suite 600 Morrisville, NC 27560 |
