Service Desk Manager

Job Summary

BCTG's direct client is searching for a Service Desk Manager who will manage a small team onsite in the San Francisco Bay Area, CA.

Responsibilities

• Receives assignments in the form of objectives and determines how to use resources to meet
  schedules and goals.
• Works on issues of diverse scope where analysis of situation or data requires evaluation of
  variety of factors, including an understanding of current business trends.
• Follows processes and operational policies in selecting methods and techniques for obtaining
  solutions.
• Defining, creating a business case for, and hiring the teams responsible for providing end user support and the
  systems required to provide this support. These groups include but are not limited to
  corporate and commercial customer support groups, end user adoption and training groups,
  and desktop systems management groups
  
• Maintaining a central source of information enabling Help Desk staff and support technicians
  to recover outages with minimal disruption to expected service levels.
• Ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting
  aids are completed and continually modified to meet the needs of the department
• Ensuring accurate and adequate spare parts inventory exists at all locations

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Systems Engineering,
  Management Information Systems or relevant discipline
• 8+ years of experience in Service Desk/Help Desk
• Strong Windows Desktop support experience
• Experience managing teams
• MS Internet Explorer, Firefox, Chrome and other desktop browsers
• ServiceNow experience preferred
• Dell Kace Desktop Management Systems preferred
• Knowledge of cGxP and FDA regulations preferred
• Bomgar remote control experience preferred