Helpdesk Manager in New York, NY



$150K - $200K



Technical Support, Technology Management


5 - 7 years

Job Description

Position Summary:

In this role, the successful candidate oversees a 24×7 Tier 1 vendor support technical & clinical Helpdesk. Responsible for vendor oversight and governance. Handles prompt and effective resolution to customers issues. Serves as escalation point, ensures the appropriate customer support service levels are met, provides continuous improvement of service delivery and enhancing team expertise. Individual would report to Senior Director advising on strategy and management of Helpdesk initiatives.

Job Responsibilities:

1. Manage daily Helpdesk operations including vendor governance in providing Tier I, first contact intake/support.

2. Drive proactive service measures (reducing status calls by implementing practices to manage end users' expectations and redirect to online catalog status; drive password resets to online tool. Perform data analytics on call data and initiate, implement and drive helpdesk optimiza

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Valid through: 2020-1-20

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