Help Desk Supervisor; Night/Weekend Team - Kennesaw, GA

Help Desk/Network Operations Center Supervisor: Kennesaw, GA

Shift: 2nd & 3rd shift flexible schedule to support and manage both shifts where needed; Must work weekend shifts to manage, cross-train and support resources

The NOC Manager is responsible for ensuring an outstanding level of service by providing direct support to customers and end users by supervising the 2nd & 3rd shift operations.

Responsible for leading the shift to ensure requests are fulfilled and analyzed, incidents and problems are being escalated, resolved, and reported on accurately. Must hand-off the previous shift duties and distribute open items across all shifts to available resources to ensure excellent response time to customer issues.

RESPONSIBILITIES:

• Immediate oversee of the 2nd & 3rd shift Helpdesk operations to ensure quality of service (call monitoring, tickets documentation auditing, ticket escalations & review of transfer tickets, accountability of night/weekend shift tasks assigned)

• Ensuring that staffing and skill levels are maintained throughout operational hours by reporting shift staffing schedules and changes to management.
• Cross training of personnel on all processes for shift changes and coverage as needed
• Scheduling of all night/weekend personnel
• Reviews, mentoring and training of personnel
• Personnel feedback to management for training and growth of team.
• Evaluate and prioritize incoming email and tickets, unassigned and in-person requests for assistance from users.
• Reporting on quality of service. Report up to management with quality issues for each representative for the purpose of resolving issues and training.
• Managing patching, knowledge base documentation and configuration management
• Acting as an escalation point where difficult calls are received.
• Assisting in providing first line support when workloads are high, or where additional experience is required
• Address tickets in a timely manner, accurately logging user requests and incidents; and escalating to Management or other IT departments as necessary
• Liaising with senior management & change management
• Establish and maintain effective professional working relationships with managers, team members, clients, service providers and with all departments.
• Provide excellent customer service by ensuring that support services are delivered to meet customer business needs and expectations.
• Involvement with project-based tasks, releases, and rollouts
• Work independently and display original thinking and creativity; Meet challenges with resourcefulness; Generate suggestions for improving work

TECHNICAL EXPERIENCE REQUIRED:

• Minimum 5-year experience in management of an IT Service Desk
• Problem Management & Incident Management Experience

Candidates should be well versed in:

• Windows Desktop OS, Windows Mobile OS, Mac OS, including applying updates and patching
• Local Area Networks, TCP/IP, Wireless technology, VPN
• Knowledge of various smartphones (iPhone, Android, Windows)

• Experience with Microsoft Windows Servers operating systems including Active Directory, DHCP, DNS, RRAS and RDP roles and services.
• Understanding of IT security concepts with a strong understanding of NTFS file security and Share permissions.
• Experience and understanding of collaboration suites such as Microsoft Exchange, Office365 and 3rd Party Hosted Exchange providers such as Intermedia and RackSpace.
• Network Management Experience with routers, switches, firewalls and wireless technologies to include a very strong understanding of Virtual Private Network (VPN) protocols.
• Experience with Network vendors, Cisco, SonicWall, Watchguard and Meraki and Internet Carrier technologies including DSL and PRI.
• Experience with one or more hardware vendors such as HP, Dell, IBM and Lenovo in component level repair of servers, workstations, printers and business peripherals.
• Remote Desktop and VPN for assisting remote users
• Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, network connectivity, wireless LAN connectivity and mobile devices
• Citrix Environment/VoIP systems

Full Time Salaried Position: Excellent Benefits with Matching 401K. All candidates must go through a Criminal background check, EVerify Citizenship Check & Motor Vehicles Report prior to employment.

Job Type: Full-time

Pay: Up to $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift

COVID-19 considerations:
Enhanced office cleaning

Ability to commute/relocate:

• Kennesaw, GA 30144: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Did you review the job requirements and confirm that the location, shift and salary meet your needs in order to be considered for this role?

Experience:

• IT management: 5 years (Required)
• Windows Desktop: 5 years (Required)
• Microsoft Windows Server: 5 years (Required)
• Active Directory: 5 years (Required)
• Computer networking: 5 years (Required)
• VPN: 5 years (Required)

Work Location: One location