Help Desk Supervisor
Eden Technologies, Inc. - New York, NY

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Why Join Eden Technologies:
Eden is like no other consulting organization on the planet. We are a community of intelligent vibrant technologists and thinkers who understand that there is a revolution taking place in technology with cloud, mobility, and virtualization. Our mission is to change the way people and businesses connect with each other. We believe:
  • In celebrating human relationships and genuine connections.
  • No one can reach their full potential alone.
  • In the pursuit of growth and learning.
  • You should spend your time doing what you are passionate about.
  • In finishing what we start – Done. Done.™
  • The most elegant design is the simplest.
  • Change is the only constant and that it should be embraced.
  • In having fun .

What You Will Do:
Summary

The primary purpose of this position is to manage the delivery of spectacular technical support and customer service to all Eden MSP customers. This role manages a team of Level II Systems Engineers dedicated to providing telephone based, first-level contact and problem resolution in support of desktops, servers, and network issues. This includes but is not limited to the specific responsibilities outlined below.

Position Responsibilities
  • Ensure individual and team adherence to Eden policy & procedure regarding ConnectWise ticket management & time entry.
  • Effectively manage the Helpdesk team to provide telephone IT support for Eden MSP customers including applications, desktops, servers, and basic network issues. This includes break/fix, root cause analysis, and escalating the need for the implementation of preventative measures to the assigned Account Project Manager (APM).
  • Ensure all customer requests for support are responded to promptly and follow Eden policy & procedure in the use of the ACD phone system and Connectwise ticketing. Customer support requests may be made by phone, email or customer portal.
  • Ensure that call handling time per engineer does not exceed 15 minutes without effective escalation & internal collaboration with PS L2, PS L3, APM or other Eden resources.
  • Promptly notify the assigned Eden Account Project Manager of any critical technical or customer service issues.
  • Monitor & report weekly on ACD and ConnectWise ticket metrics.
  • Ensure team SLA attainment of 90% or greater.
  • Ensure individual engineer ACD utilization rate of 85% or greater.
  • Ensure ACD SLA abandon rate of less than 10%.
  • Ensure team compliance with SLA guidelines, general ticketing & ticket note standards.
  • Ensure Connectwise tickets are appropriately closed or escalated within SLA.
  • Ensure individual and team communications are prompt, clear, concise & effective.
  • Ensure personal and team compliance with Eden Technologies policy & procedure regarding attendance & punctuality.
  • Manage off-hours on-call schedule, participating as required.
  • Assess for & identify skill/knowledge gaps within team & request appropriate training.
  • Identify & work with Helpdesk team members to identify long term career goals at Eden.
  • Conduct & document bi-weekly Helpdesk team meetings.
  • Conduct 1:1 team member meetings to coach & mentor.
  • Adhere to Eden Change Management Procedures, contribute to & update Eden's customer wiki.
  • Create technical documentation as required.
  • Participate in customer specific service reviews as required.
  • Identify and report areas for improvement within a customer’s technical environment to Account Project Managers.
  • Work with consulting vendors & partners as required.
  • Participate in Eden internal projects and company meetings as required.
  • Adhere to Eden Technologies Policies & Procedures.
What We Are Looking For:
Key Competencies
  • 3 to 5 years previous Helpdesk supervisory or management experience, managing a technical team providing application, desktop and server support.
  • Hands-on administration with MS Exchange (2000, 2003, 2007, 2010) and Cisco routers, ASA Firewalls and Sonicwall TZ product lines a plus.
  • Experience configuring client side VPN’s with Cisco or Sonicwall products
  • Experience with Windows Server Operating Systems, AD, Group Policy, Scripting and Powershell a plus.
  • Experience with end-to-end message flow and third party internal and hosted anti-spam providers a plus
  • Knowledge of RAID and other fault tolerant architectures a plus
  • Expertise in identifying and troubleshooting Telco problems.
  • Knowledgeable in cabling and client side configuration.
  • Knowledge of RSA a plus.
  • Excellent troubleshooting skills with ability to work under pressure
  • 5 - 10 years of desktop Operating Systems and Active Directory experience.
  • Knowledge of TCP/IP, DNS, DHCP and WINS from a troubleshooting perspective, with 3-5 years experience.
  • Experience administering Cisco VOIP solutions.
  • Ability to communicate with clients in a professional manner, troubleshoot client’s technical issues and deliver a high level support experience.
  • Self-starter with high energy and drive to meet the needs of a demanding customer environment.
  • Ability to project a professional, friendly image over the phone and in person.
  • Ability to pay attention to details, be organized, collect data, establish facts, and draw valid conclusions.
  • Strong interpersonal skills and the ability to work effectively with both customer and Eden resources.
  • Ability to think creatively as well as adapt and contribute to changing environments.
  • Skilled at creating quality documentation covering technical support environments.
  • Strong verbal and written communication skills.
Education/Experience

Associates degree and at least 5 years of related work experience and/or training; or equivalent combination of education and experience.

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