Manages a help desk team to support and resolve end-user issues with computer hardware or software. Manages the overall response to user inquiries, ensures the team can troubleshoot, diagnose problems and identify solutions with IT equipment and applications.
Leads a team of desktop support specialists delivering second-level technical assistance in a customer-focused environment. Ensures service level targets are met through effective oversight of daily operations, including task assignments, queue management, response monitoring, escalation resolution, and client satisfaction. Drives team performance by aligning goals with productivity and quality metrics. Leverages data analysis to guide decisions and offer strategic recommendations.
Essential duties and responsibilities include:
Qualifications include:
Competencies and behaviors include:
Education: Bachelor's: Accounting, Bachelor's: Business Administration, Bachelor's: Computer and Information Science, High School (HS) (Required)
Work Experience: General Experience - 6 to 10 years, Manager Experience - 3 to 6 years
Certifications: ITIL Foundation preferred
Travel: Less than 25%
Workstyle: Hybrid
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to: Grow professionally and inspire others to do the same; Work with and through others to achieve desired outcomes; Make prompt, pragmatic choices and act with the client in mind; Take ownership and hold themselves and others accountable for delivering results that matter; Contribute to the continuous evolution of the firm.
At Raymond James as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
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