Helpdesk Manager
Hanover, MD Hanover, MD Full-time Full-time Estimated:
$77.
1K - $97.
6K a year Estimated:
$77.
1K - $97.
6K a year Location:
This position is based at our Hanover, MD headquarters.
Hybrid work arrangements are acceptable, with telework opportunities per Eccalon's corporate policies, and the ability to commute to the office as needed.
About Your New Role:
Eccalon's Commercialization Team develops and delivers products and strategies to bring advanced solutions and services to market.
This team works across multiple lines of business and with multiple internal teams, guiding innovation to solve customer problems and enhance their experience while differentiating us from the competition.
As part of this team, you thrive in a fast paced and dynamic environment and will play a key role in our success by establishing a 24x7 Helpdesk, its processes, metrics, and staff.
Responsibilities:
Establish processes and systems that ensure consistent achievement of performance, productivity, client/stakeholder satisfaction, quality and other operational metrics Manage the Helpdesk team, including staffing, training, and supervision.
Manage day-to-day operations of the Helpdesk.
Implement training and mentoring programs to ensure staff proficiency and process consistency.
Define SLAs and report compliance statistics, develop and maintain metrics to analyze and improve service delivery and efficiency.
Ensure that adequate resources are available to handle changing workload conditions.
Required
Qualifications:
B.
S.
in Computer Science, Information Technology, or other related field is desirable.
Proven ability to lead and develop high performing teams.
Capable of working individually and as part of a team.
Must be able to work on multiple projects/priorities in a deadline-driven environment.
Must be able to adapt quickly to a constantly changing environment.
Willingness to learn new technologies.
Able to proactively address new and emerging problems.
Excellent communication and collaboration skills.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$77.
1K - $97.
6K a year Estimated:
$77.
1K - $97.
6K a year Location:
This position is based at our Hanover, MD headquarters.
Hybrid work arrangements are acceptable, with telework opportunities per Eccalon's corporate policies, and the ability to commute to the office as needed.
About Your New Role:
Eccalon's Commercialization Team develops and delivers products and strategies to bring advanced solutions and services to market.
This team works across multiple lines of business and with multiple internal teams, guiding innovation to solve customer problems and enhance their experience while differentiating us from the competition.
As part of this team, you thrive in a fast paced and dynamic environment and will play a key role in our success by establishing a 24x7 Helpdesk, its processes, metrics, and staff.
Responsibilities:
Establish processes and systems that ensure consistent achievement of performance, productivity, client/stakeholder satisfaction, quality and other operational metrics Manage the Helpdesk team, including staffing, training, and supervision.
Manage day-to-day operations of the Helpdesk.
Implement training and mentoring programs to ensure staff proficiency and process consistency.
Define SLAs and report compliance statistics, develop and maintain metrics to analyze and improve service delivery and efficiency.
Ensure that adequate resources are available to handle changing workload conditions.
Required
Qualifications:
B.
S.
in Computer Science, Information Technology, or other related field is desirable.
Proven ability to lead and develop high performing teams.
Capable of working individually and as part of a team.
Must be able to work on multiple projects/priorities in a deadline-driven environment.
Must be able to adapt quickly to a constantly changing environment.
Willingness to learn new technologies.
Able to proactively address new and emerging problems.
Excellent communication and collaboration skills.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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