Director-Help Desk Services / Confidential / Atlanta, GA

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Confidential/Atlanta, GAAtlanta based help desk outsourcing company has opening for a Director - Help Desk Services within our 24/7/365-day operation. The Director - Help Desk Services will report to the CEO of the Company and will provide the experience and expertise required to develop, lead, and motivate a team of service desk and operational professionals to deliver excellent technical and nontechnical support with the goal of providing outstanding customer service and timeliness that exceeds the clients' expectations.
• Responsible for all first and second level service and support which requires knowledge of core technical systems, including network, server, client, and production systems, as well as knowledge of business processes, business applications, and the Incident and Problem and Change Management (ITIL) processes.
• Lead various projects and partner with the IT and desktop operations teams to manage the implementation of companywide technologies, processes and procedures in order to maintain a stable, efficient and controlled global computing environment.
• Along with management, the Director - Help Desk Services will develop an effective and workable framework for managing and improving customer Service Desk support within the organization.
• Manage and motivate a team of individuals to excel in their roles as primary contacts for clients and establish a platform for customer service excellence which drives the team to excel customer expectations.
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