Job Title: Help Desk Manager

Total Estimated Assignment Hours: 36 Months

City: Brooklyn, NY (Onsite)

Overview: Layer 7 Data Solutions is a full life-cycle technology services company. We help businesses resolve technical issues from layers 1 through 7. Layer 7 Data Solutions has been making advanced technology simple and cost effective for the SMB and Enterprise market for over a decade. Layer 7 Data Solutions has a great opportunity in NY. We are currently hiring Help Desk Manager to join our Team.

Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.

The Help Desk Manager shall be responsible for maintaining control over the work duties, schedule and performance of the Contractor project team. Such services shall include but not be limited to the following: a). Incident escalation. b). Monitor ongoing activities of the TSC (including, but not limited to, the tracking of aging of tickets, same day closure, and other statistics).

Interface with FDNY personnel and high priority users/situations on an ad-hoc basis for monitoring client satisfaction. d). Maintain and improve Service Levels. e). Interface with BTDS management on day to day operations and long-term strategy. f). ServiceNow administration (including, but not limited to, user and group administration, troubleshooting of problems and business rule development). g). Period and ad hoc reporting through Crystal Reports. h). Weekly analysis of TSC performance and events. i). Develop processes and periodically update documentation of TSC operations. j). Develop and distribute user satisfaction surveys. k). Introduce new methods for increased productivity and decreased costs by using new business processes, tools, and applications. l). Maintain library of common fixes of FDNY problems (including, but not limited to distributing notifications and publications to appropriate personnel, and add to knowledge base). m).Work with FDNY in assuring that the TSC is kept current with new hardware and software (including, but not limited to, FDNY applications).

Job Type: Contract

Pay: $22.07 - $26.57 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• IT with a strong background in of customer service: 3 years (Required)

Ability to Commute:

• Brooklyn, NY 11201 (Required)

Work Location: In person