Associate Manager, Service Desk job Reston Virginia
Associate Manager, Service Desk job Reston Virginia
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Associate Manager, Service Desk Job

Employer Name: SpiderID: 11232339
Location: Reston, Virginia Date Posted: 9/1/2021
Wage: Negotiable Category: Fundraising
Job Code: R0000278

Job Description:

The Associate Manager, Service Desk manages the support resources and processes for all end users computing to the organization. As a global organization, this includes the coordination of 24/7 support through the use and management of external resources. This role requires some hands-on support activities in complement to outside services. The role includes being the focal point for managing the enterprise collaboration suite of tools including consideration of changes and additions over time. This role is the face of technology to the organization because of the nature of their support and helps to promote a positive and supportive attitude to the business.

Key Responsibilities:

  • Manage first level of support for all end user computing issues and serve as tier 2/3 support when needed.

  • Negotiate, document and set service level requirements to align with business strategy.

  • Keep up to date on industry best practices and advisories, interpret and update internal practices as necessary.

  • Monitor progress of service requests and other key performance indicators, taking ownership and responsibility for communication with necessary staff to ensure closure within SLA timeframe.

  • Coordination of new employee onboarding including account creation and laptop imaging.

  • Manage and administer systems to track business assets.

  • Manage the hardware lifecycle to meet business requirements within budget.

  • Manage relationships with external vendors necessary to meet established service level agreements.

  • Manage the building of system software images to ensure adherence to security principals and industry best practices.

  • Assist with and support the use of technology for conferences both physical and virtual.

  • Administer the service management systems (Zendesk).

  • Create and document operating procedures related to end user computing.

  • Responsible for managing resources to allocated budget.

  • Ensure adherence to escalation procedures. Respond to escalated, complex and high-end user issues in a timely manner.

  • Oversee the running of local and remote conference centers, planning upgrades as necessary and within allocated budgets.

  • Travel as needed to support other business functions.

  • Other responsibilities and duties, as assigned.

Minimum Requirements:

  • Bachelor's degree with focus on IT, CS, or Business; Or equivalent combination of education, skills, and experience.

  • 3 years of related customer service experience.

  • 3 years of experience in the following: Microsoft Windows, Microsoft Office 2013/2016, Microsoft Internet Explorer and Chrome browsers.

  • Experience implementing or using service desk management software tools to manage and provide accountability to the organization.

  • Experience with ITIL management best practices.

  • Proven track record of developing and/or implementing standard service desk practices and procedures.

  • Ability to maintain sensitive data in a confidential manner.

  • Ability to lift up to 40 lbs.

  • Must be able to work a flexible schedule, including after business hours and periodically be on-call for afterhours support.

  • Ability to carry a cell phone during business hours and on-call hours.

  • Excellent interpersonal skills. Ability to interact with a wide variety of people using diplomacy, tact and discretion.

  • Excellent organizational, project planning, presentation and time management skills with careful attention to detail.

  • Ability to manage daily operations of the function and prioritize work without direction.

  • Ability to work independently with minimal supervision and in a team setting, and across external and internal stakeholder groups.

  • Strong analytical and multitasking capabilities.

  • Outstanding oral and written communication skills; demonstrated writing skills for business.

  • Ability to travel locally and globally, when required (approx. up to 10% of the time).

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired Skills/Experience:

  • Basic Windows system administration and user management skills.

  • Experience with supporting MS Teams, Cisco VTC technologies and WebEx, Box, SharePoint, Office 365.

GMAC's value proposition offers our talented employees the ideal climate for innovation, and colleagues who are motivated and proactive, with diverse backgrounds and approaches.

As a global organization, we understand and appreciate the benefits of myriad cultural perspectives. GMAC is wholly committed to recruiting, developing, and retaining a diverse group of talented people, and providing equal employment opportunities to all employees and applicants without regard to the basis of actual or perceived race, creed, color, religion, national origin, ancestry, age, disability, sex (including pregnancy, childbirth, and related medical conditions), marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: Graduate Management Admission Council Company Type:
Company: Graduate Management Admission Council

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