IT Help Desk Manager


  • Job ID:

    1639
  • Pay rate range:

    $22 - $24
  • City:

    Racine
  • State:

    Wisconsin
  • Duration:

    01/07/2019 - 05/07/2019
  • Job Type:

    Contract to Hire
  • Job Description

    ICT Site Leader 

    Start: Looking to start first part of January 

    End- Temp-to-Hire 


    Interviews: phone interview then in person interview. looking for local candidates must be able to work onsite at Racine location and travel to the other Racine Corporate locations 


    Job Description: 

    • Provide IT Services support, guidance and vendor management for Racine Corporate locations.
    • Fully own and manage the ICT Services for Racine Corporate user population.
    • Provide expertise and direction on the following areas: Desktop Support, File and Print, Networking, Telecommunications, Application access, PC Refresh and Asset Management 

    Responsibilities:

    • Manage Deskside Services at Racine Corporate engaging other ICT teams to deliver ICT solutions and resolve customer problems 
    • Align with key business leaders to facilitate communications between I.S. and the business community 
    • Hardware/software purchases and interaction with local technicians 
    • Handle ticket escalations appropriately ensuring our clients VIP Staff is getting the proper level of support 
    • Lead local projects to improve ICT Customer Services delivery for all the users 
    • Hands on PC, Phone (Mobile and Landline) and Mobile device support 
    • Support business on audio and visual technology in conference rooms during meetings and events.
    • Make sure that all the equipment is fully operational and educate users on the technology. 

    The successful candidate will naturally demonstrate the following behaviors:

    • Strong Work Ethic – Ability to take charge of a customer’s concern and work diligently to resolve the issues until the customer’s expectations are fully satisfied. 
    • Strive to Exceed Expectations – Often provide solutions that exceed customer expectations looking beyond the initial request and upfront mitigating other potential concerns that may follow.
    • Must have proactive approach thinking beyond the initial request to ensure other concerns do not come to light as a result.
    • Naturally finds that they have a tendency to be very aware of what expected success may look like and constantly strives to deliver a service and experience that would exceed ones expectations. 
    • Strong Listener – Ability to understand what the customer is ask for and also to hear what they are not asking you to do.
    • Should be an expert of the services you are providing and understand what the customer is really looking for and provide the appropriate insight and response. 
    • Organization and Diligence – Demonstrated abilities to organize and manage adhoc requests effectively and within customer’s expectations without additional follow up from the customer. 
    • Integrity – When exposed to customer’s personal information and/or knowledge of their customer’s activities the candidate must respect the individual’s privacy and not discuss any individual’s privileged information among others including other business colleges. 
    • Appearance – Able to adjust appearance, attire and level of professionalism to align to the requirements of the situation. 

    Required:

    • 2 or more years of ICT experience in a variety of ICT Customer Service or Technology Management areas. 
    • Excellent customer service and able to exceed customer expectations working with senior levels of management. 
    • Post-secondary education preferred. 
    • Experience delivering exceptional customer service at a concierge service level 
    • Information Technology certifications and/or technical training 

    Competencies:

    • Articulate - Speaks or writes with ease, clarity and impact. 
    • Decisive - Acts quickly, confidently and with determination. 
    • Detail-oriented - Shows rigorous and meticulous attention to detail. 
    • Good Listener - Listens attentively and understands what is being said. 
    • Handles Ambiguity - Deals confidently with unclear or changing situations. 
    • Organized - Works and thinks in a methodical and orderly way. 
    • Perceptive - Has a keen understanding of people, ideas and organizations. 

    Interpersonal:

    • Adaptable - Adjusts easily to new or changing circumstances. 
    • Diplomatic - Deals tactfully with diverse people, situations and ideas. 
    • Empathetic - Identifies with the feelings, ideas and attitudes of others. 
    • Personable - Has a friendly, approachable and outgoing style. 

    Motivation:

    • Customer-oriented - Attentive and responsive to customer needs. 
    • Quality Commitment - Believes in and works to achieve the highest standards. 
    • Results-driven - Focuses on achieving results that promote business success.

    #PCIT #IT

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