ONUVO Looking for Service Desk Manager at Guaynabo, PR Full Time

About us

ONUVO is a Global award winning Managed IT Services Provider (MSP). We help businesses manage some, or all, of their technical needs related to IT infrastructure, cyber security, and productivity.

Our staff helps enable employees to work smarter, worry less, and increase their productivity through carefully curated technology services.

ONUVO’s key goals is to provide the best IT support experience for users and to provide companies with services that minimize downtime, reduce IT costs, and increase systems performance and security by applying critical patching, best practices and policies, and optimizing configurations.

Job Summary

The Service Desk Manager’s role is to oversee the entire Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Service requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Responsibilities and Duties

• Chart existing Service Desk processes in order to define current Service Desk activities for the development of procedures and models.
• Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals.
• Research, review, and analyze the effectiveness and efficiency of existing processes and develop strategies for enhancing or further leveraging these processes.
• Prototype new procedures for the purpose of enhancing Service Desk processes, operations, and information process flow.
• Prepare and deliver reports, recommendations, or alternatives for improving processes in operating systems across the organization.
• Identify and establish scope and parameters of process analysis in order to define impact, outcome criteria, and measure-taking actions.
• Perform cost-benefit and return on investment analyses for proposed changes to aid management in making implementation decisions.
• Develop, standardize, and maintain new or improved processes based on findings and analysis.
• Communicate process changes, enhancements, and modifications – verbally or through written documentation – to management, peers, staff, and other employees so that issues and solutions are understood.
• Create process models, specifications, diagrams, and charts to provide direction to system programmers.
• Develop budgets and timeframes for process changes in order to support company objectives.
• Liaise with various business groups in the organization to facilitate implementation of new or improved Service Desk processes.
• Assist in conducting research on software and hardware products to justify recommendations and to support purchasing efforts.
• Provide guidance and/or instruction to junior staff members.
• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Prepare budget proposals and operational expenditure statements.
• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
• Oversee the development, implementation, and administration of Service desk staff training procedures and policies.
• Train, coach, and mentor Service Desk Technicians and other junior staff.
• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.

Qualifications and Skills

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 8 years equivalent work experience.
• Exceptional knowledge of computer hardware.
• Deep-seated experience with desktop and server operating systems.
• Extensive application support experience and knowledge of programming languages.
• Working knowledge of a range of diagnostic utilities.
• Demonstrated progressive experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Job Type: Full-time

Salary: $40,000.00 – $60,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance

Schedule:

• Day shift
• Monday to Friday
• On call
• Weekend availability

COVID-19 considerations:
FULL VACCINATION IS REQUIRED.

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location