Duties and Responsibilities: Develops, manages, measures, and reports on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity Strives for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management Builds and maintains relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded Develops and manages the change, release, and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime Performs end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement Advances the use of a knowledge repository to share information among all levels of IT service and support Leverages service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs Performs trend analyses, and develop action plans for improving service timeliness and reducing costs. Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services Ensures effective management of software licensing and hardware inventories by maintaining cost-effective procurement strategies, internal controls and financial/physical reconciliations Scheduling, Customer Service, Windows Azure, MS Office 365, Change Management, Training Development
Technology doesn't change the world. People do.
As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
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The intersection of technology and people it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.
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2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.