IT Helpdesk Manager

Amtex Systems Inc is an information technology and talent solutions company offering talent and BI consulting to the companies in US for over 20 years.

Our solutions are designed to fill resource gaps, by providing the right candidates who deliver value to the organization. Our propensity to nurture and build strong relationships with our clients helps us better understand their business demands and gives us the ability to provide services that are on time and rise above the rest.

About The Position

Job - IT Helpdesk Manager

Location Atlanta (onsite from day1)

Duration - 6+ months contract

Client notes

Need someone from Desktop Engineer background, later moved to Desktop Manager role and Project manager in same domain. We need a team lead (desktop manager ), who can interact with client , resolve issues and co-ordinate with offshore team.

We need someone played as team lead or PM role.

Need someone who have done client interaction, handling escalations, preparing report and submitting reports (weekly . monthly and quarterly.)

Project manager

Should have 3-5 years of experience project management .

Should have good understanding/knowledge on IT Infrastructure Cloud, Networking, , infrastructure , End User Computing , information security and applications support.

Provide infrastructure support , application support and deployments.

Interact with business team to understand service level agreements and communicate the same to team members.

Conduct team meetings on regular basis to discuss about project issues and status.

Conduct risk assessment and develop mitigation plans.

Using industry standard tools for incident and change

Preparing reports weekly, monthly and quarterly

Perform root cause analysis of infrastructure problems and develop resolution plans.

Perform incident analysis and suggest action items.

Work with the team to develop problem management and service improvement plans.

Act as a primary contact for all customer queries and issues.

Supervise IT services team to support and maintain client's IT infrastructure.

Mentor and direct team members for timely completion of assigned projects.

Assist in staff recruitment, training, performance evaluation, promotion, retention and termination activities.

Communicate team department goals and procedures to team members.

Ensure team follows best practices and maintain service level agreements

Perform Project Management client and internal revenue cycle projects across the Ensemble Lead project teams through initiation, planning, executing/monitoring and controlling, and closing of designated projects Ensure project work is well-defined and planned;

This includes thorough scope definition, estimation, cost-budgeting, resourcing, scheduling, and placing under ongoing change control Ensure effective risk, issue, action, and change management, including timely decision making for risks and changes, timely issue resolution, and comprehensive action management Establish, maintain and execute an effective communications plan serving all stakeholder needs.