Now Hiring - Senior Service Desk and Client Manager - IT (onsite) in Pittston, PA

Position is required to be onsite in Pittston, PA.

Compensation is competitive and based on experience.

Job Summary

The Senior Service Desk and Client Manager is responsible for coordination and resolution on all technical issues impacting the support ecosystem for his/her account(s). Must understand the technical impact each Business Unit(s) has on helpdesk/hardware operations. Develops timelines for new IT implementation, and determines risks and appropriate counteractions. The Senior Service Desk and Client Manager is the Subject Matter Expect on all technical as well as procedural issues as it relates to his/her account(s). The Senior Service Desk and Client Manager is accountable for managing client expectations associated with these tasks, establishing key client relationships at the technical level, and supervising services provided to Client.

Principal Responsibilities: (Essential Function)

• Responsible for escalation management (especially high visibility escalations) and service levels between C3i, Home Office, and supporting vendors in the support ecosystem;
• Functions as a key change management agent – ensuring dashboard reports are maintained and the knowledge base for the helpdesk is accurate;
• Ensures issues registry is maintained with effective resolution management;
• Perform quantitative and qualitative research relative to technology requirements. Including (but not limited to) benchmarking and implementation analysis;
• Manage client projects (i.e. upgrades, deployments, application rollouts, etc.);
• Become knowledgeable with all client software applications.
• Create, review and present (where necessary) technology implementation plans and project plans;
• Independently take a client contact initiative impacting support service and create/coordinate/implement a plan to prepare the helpdesk/hardware groups for success with the initiative;
• Perform data analysis on both helpdesk and hardware services to identify process improvement opportunities and work with support groups to drive process improvement initiatives (enhance operational effectiveness);
• Create and deliver training to the helpdesk/hardware teams to prepare for client initiatives;
• Provide regular client communication briefings, including but not limited to project updates and resource management;
• Review closed customer satisfaction surveys and initiate customer callbacks as necessary based on survey comments;
• Ensure Help Desk ticket open/closure process is working effectively, engage and lead client facing call reviews for steady state and hyper-care events;
• Lead and manage remote support POA initiatives including but not limited to planning and execution as well as on site project work at client’s area offices;
• Work with Management teams to ensure Client satisfaction on all support services provided to the client by C3i; and,
• Serves as a backup to the account manager/Director when required.
• Manage a team of Agents

Job Requirements

Education/Experience

• High school degree or equivalent is required. College or technology school degree highly preferred.
• 3-5 years technical supervision and/or Subject Matter Expert experience on a technical helpdesk is required.
• Demonstrated experience in planning and completing Client projects such as hardware refresh/rollouts, application upgrades and training, etc.
• Technical proficiency in commonly used office applications, general relational database understanding and familiarity with various hardware platforms.
• Minimum of 2-4 years of daily client facing communication experience is required.

Skills

• Excellent verbal and written communication skills
• Strong customer service orientation
• Ability to delegate and monitor tasks
• Demonstrated project management skills
• Established ability build relationships and navigate client discussions/set expectations

Competencies

· Achieves Results: Sets a high standard of performance; leverages opportunities and overcomes obstacles; allocates resources appropriately, providing leadership and motivation; and consistently monitors progress. Holds ourselves and each other accountable for achieving results.

· Builds Talent: Accurately assesses individual strengths and areas of opportunity. Through coaching and candid constructive feedback, facilitates the growth of associates to reach their full potential. Inspires and rewards excellence in performance.

· Champions Change: Creates and shares innovative ideas and solutions; engages key stakeholders in change management and models flexibility and adaptability.

· Communication:Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.

· Delivers Customer Value: Fosters and demonstrates a focus on customer and/or stakeholder value. Builds customer confidence, commits to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, and responds timely to internal and external customers.

· Integrity and Ethics: Commits to being honest and having strong moral principles. Maintains confidentiality when required and upholds the company values.

· Makes Sound Business Decisions: Decisions demonstrate knowledge of the impact of actions on performance and strategy. Demonstrates empowerment and accountability in making timely decisions. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, can make difficult decisions, uses consensus when possible and communicates decisions to others.

· Teamwork:Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others’ ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well-prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.

Working Relationships

• Maintain inter-department relationships to resolve client issues
• Effectively communicate with both internal and external clients
• Develop communication and working relationship with Supervisor

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Pittston, PA 18640: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• IT Managment: 5 years (Required)
• Service Desk/Help Desk: 3 years (Required)
• Project/Client Managment: 3 years (Required)

Work Location: One location