IT Support Desk Manager

Job Description

Supervises Support Specialist I staff members. Assists with the development and oversight of all defined SOP's. Responsible for providing incident management and project performance reports.

Analyzes incident management trends and behaviors. Responsible for authoring and auditing KB articles. Escalation resource for Tier I incident and problem management requests.

Responsible for developing efficient incident lifecycle practices. Participant in all Support Specialist candidate interviews.

Provides training, technical support, and guidance to all Support Specialist I staff members. May serve as a subject matter expert (SME) or technical resource on various IT initiatives and projects.

Essential Duties

• Task leader for various IT Support Specialist responsibilities and projects.
• Work with the Help Desk Manager on ticket trend analyses and reporting.
• Reviews and analyzes end user survey results and feedback reports.
• Knowledge sharing, including training the Support Specialist employees and cross-training peers.
• Review and edit knowledgebase articles.
• Provide documentation on any deployed solution.
• Participant in change management, problem management, and service communications for any deployed solution
• Develop help desk tools for automation and administration.
• Task leader for various IT Support Specialist responsibilities and projects.
• Collaborates with other IT functional groups and staff members for various projects and other initiatives.
• Assist in maintaining all aspects of IT service desk company-owned content, including SOP's, policy's, documents, guides, handbooks, and other collateral deemed as content.

Supervisory Responsibilities

• Oversees the development and monitors the performance of Support Specialist I responsibilities.
• Responsible for providing incident performance reports and analysis.
• Contributor for yearly appraisal reviews and staff development.

Experience

Minimum of 8 years related experience

Education

4-year degree or equivalent experience in Information Systems, Computer Science, or related field.

Qualifications, Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Has specialized knowledge and experience
• Promote a corporate culture based on proactive collaboration, sharing information, and learning.
• Identify a best practice by documenting the process. Refine an existing operational process by automation or by developing an efficiency

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear and sit.

Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to talk or hear;

sit and use fine motor control. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Compensation

The approximate compensation range for this position is $72,000 to $94,000 This compensation range is a good faith estimate for the position at the time of posting.

Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.

About Us

Michael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world's most complex infrastructure challenges for more than 80 years with a legacy of expertise, experience, innovation and integrity.

Based in Pittsburgh and with nearly 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction.

We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.

We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.

We Make a Difference.

Michael Baker International is proud to be an Affirmative Action / Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment.

Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks.

We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, genetic information, disability, protected veteran status or any other legally protected status.

EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.