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Detailed Job Description:

• Overall management of the Help Desk team.
• Establish, implement, and monitor a formal methodology that allows the team continued success in meeting the needs of the Project Associates as well as one that defines and captures HD metrics.
• Compile reports to track call trends, customer satisfaction, personnel performance, and adherence to established service-level targets.
• Manage schedules and workloads of HD associates ensuring ONB associate needs are met.
• Participate in the selection and hiring of new HD staff whether the new hire is an ONB employee or contractor.
• Answering calls as needed to support the team
• Addressing cases where team needs support.
• Submitting service alerts.
• Strive to maintain SLAs regarding call times and customer satisfaction.
• Training and development of new HD associates.
• Act as a HD point-of-contact for other IT departments and other business lines.
• Approve Knowledgebase articles and written troubleshooting procedures and support in writing and validation of troubleshooting procedures
• Participate on enterprise-wide projects and initiatives where feasible.
• Maintaining the IT service alert topics and manage the distribution of service alerts.