Manager- High Touch Services, Desktop Support

$90,000 - $120,000 yearly
  • The Resume Review - Recruiting Department
  • Chicago, IL, USA
  • Sep 29, 2020
Full time Consultant Information Technology

Job Description

Job description

Responsible for managing an information services team, including conducting the performance management process and providing input for staffing and disciplinary actions.

 

Manages an information services service including personal computers and local area networks. Ability to manage a technical support team that has a high-level of expertise. 

 

 1. Provides operational support for This company's Executives and Traders – approximately 300

2. Manages Tech Bar for building supporting 2,700 partners

3. Operational support includes

a. Windows 7 and Windows 10 

  Third party trading applications – (ex. Bloomberg, 360 Treasury systems, BARX, BEx)

c. Custom applications

d. Hardware troubleshooting

e. Operating system troubleshooting

 f. BYOD support

4. Service Level management

a. Tickets

b. Assets

c. Escalations

5. Knowledge Base management

a. Create KBs

b. Ensure team collaboration and consistency of procedures

6. Collaborate with Engineering where applicable

a. Communication to HT customers of NT changes and projects

7. Build marketable practice for High Touch team

a. Metrics including TCOs, KPIs, Assets, Asset Management

b. Collaborative approach using SharePoint, Teams, OneNote with HT customers

8. Expert technical skills as well as experience managing technical, high demand teams

9. Manages team (6) and conducts Performance management

a. Evaluations

b. Mentoring

c. Tech Bar

d. Hires and terminations

10. Organized - able to manage team workload and customer requests. Leverage internal tools to enhance knowledge sharing.

11. Strong communicator – able to provide clear direction and clarify information. 

  12. Provides technical analysis of requirements necessary for the protection of all information processed, stored, or transmitted by systems. 

 13. Serves as an expert resource or go to person within a group.

Qualifications:

Responsible for managing an information services team, including conducting the performance management process and providing input for staffing and disciplinary actions.

 

Manages an information services service including personal computers and local area networks. Ability to manage a technical support team that has a high-level of expertise.

 

1. Provides operational support for this company's Executives and Traders – approximately 300

2. Manages Tech Bar for building supporting 2,700 partners

3. Operational support includes

a. Windows 7 and Windows 10

b. Third party trading applications – (ex. Bloomberg, 360 Treasury systems, BARX, BEx)

c. Custom applications

d. Hardware troubleshooting

e. Operating system troubleshooting

f. BYOD support

4. Service Level management

a. Tickets

b. Assets

c. Escalations

5. Knowledge Base management

a. Create KBs

b. Ensure team collaboration and consistency of procedures

6. Collaborate with Engineering where applicable

a. Communication to HT customers of NT changes and projects

7. Build marketable practice for High Touch team

a. Metrics including TCOs, KPIs, Assets, Asset Management

b . Collaborative approach using SharePoint, Teams, OneNote with HT customers

 

8. Expert technical skills as well as experience managing technical, high demand teams

9. Manages team (6) and conducts Performance management

a. Evaluations

b. Mentoring

c. Tech Bar

d. Hires and terminations

10. Organized - able to manage team workload and customer requests. Leverage internal tools to enhance knowledge sharing.

11. Strong communicator – able to provide clear direction and clarify information. 

12. Provides technical analysis of requirements necessary for the protection of all information processed, stored, or transmitted by systems.

13. Serves as an expert resource or go to person within a group.