Voted one of the Best Places to Work in Atlanta, this health care company is seeking an experienced Help Desk Manager. Your responsibilities will include managing the processing of incoming calls to the help desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Establish and enforce help desk SLA's in consultation with end users to establish problem resolution expectations and timeframes. Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Train, coach, and mentor Help Desk Technicians and other junior staff. Plan and conduct performance appraisals of help desk staff. Requires a solid mix of process experience as well as current hands-on helpdesk experience so IT knowlege must be up to date. Proven track record of developing and providing SLA's, help desk policies and procedures, best practices and metrics reporting. Windows 2003 networking experience. Excellent communication and customer service skills are imperative. This is a 6 month contract position with intent to hire perm. Very thorough background check including employment verification, drugscreen and background check required.

Application Requirements 
Client will only consider local candidates. Not accepting third party candidates for this position. Client requires Green Card or U.S. Citizenship for this position.

Required Experience

• Help desk management experience in teams of at least 4


• Proven track record of developing and providing service level agreements, help desk policies and procedures and metrics reporting


• Windows 2003 networking experience


• Project management


• Excellent communication and customer service skills


• Preference for certifications including VMWare, Microsoft, and ITIL

Required Skills

• Help Desk Manager


• Service Level Agreements


• Policy & Procedure Guidelines


• Windows 2003


• Application Support


• Project Management


• Preferred skills include: MCSE, Hospital, ITIL, Magic Support Desk

Benefits/Perks

• 401(k) with Roth feature


• 529 Educational Savings Plan


• Free e-Learning Courses


• Medical, Dental, Vision, and Life Insurance for Full-time W2 Consultants


• Supplemental Disability and Long-Term Care Insurance, Dependent Care Assistance