The IT Help Desk Manager must be an excellent communicator, leader, decision-maker, coordinator of critical issues

•             Re-engineer, establish and enforce      service levels agreements (SLAs) in consultation with end users and      according to industry best practices.

•             Implement methodologies to improve      first call resolution and escalation policies and procedures, manage      customer perceptions, and build strong internal relationships.

•             Monitor, track, benchmark and      analyze trends in Help Desk requests and user-satisfaction.

•             Analyze performance of team      activities and documented solutions, identify problem areas, devise and      deliver solutions to enhance quality of service and to prevent      future/repeat problems.

•             Oversee the development,      implementation, and administration of staff training procedures and      policies as well as provide training, coaching and mentoring.

•             Ensure that effective      communication and problem management occurs at and between all support      tiers. Manage targeted communications in the event of a service outage.

•             Conduct research on emerging Help      Desk products, services, protocols, and standards.

•             Represent user interests by      analyzing user needs with corporate and business unit personnel and      analyzing broad-based, alternative solutions.

Required Experience

•             Minimum of 5 years of experience    in managing Help Desk/Service Desk

•             Experience is a Technology Consulting company, SAAS or Technology

•             Minimum of 8+ years of experience      in IT including operational, support & managerial experience.

•             Bachelor's degree or equivalent      experience in Information Systems, Computer Science, Engineering Degree.

•             Strong written and verbal      communication skills.

•             Ability to write clear instructions, document      processes and communicate effectively in writing.

•             Effective interpersonal, business      management, leadership and customer service skills including consensus      building and facilitation skills.

This is a full time opening, NYC, base and a bonus.  Please send your resume to Katherine Batarin at kbatarin@dtg-usa.com; or call me on +1-212-947-0705 and speak in strictest confidence for further information.