Help Desk Manager

Eaton Vance Boston , MA 02298

Posted 3 months ago

By joining Eaton Vance, you'll become part of a company that has one of the best employee retention rates in the financial services industry. We offer competitive salaries, generous benefits, and tremendous opportunities for growth and development. If you do not see a position that fits your career objectives, please return to this site in the future as our hiring needs will change. We look forward to your becoming a part of our continued success!

Basic Purpose:

The Help Desk Manager will staff the help desk, monitor performance, work on special projects and market the help desk to management. Service is provided 24x7, off-hours on-call support will be required on a rotational basis.

Primary Responsibilities:

  • Provide support and research analysis for desktop, software and hardware functionality in response to business partner questions; including researching and resolving problems with printers, scanners, thin terminals, other peripherals and utilities as they interact with the desktop. Computers can include Windows and Mac PCs, laptops, iPhones and iPads, or any other Eaton Vance computerized equipment, plus the operating systems and software

  • Research and analyze internal customer issues with desktop hardware and software recommending infrastructure, training or desktop, hardware and software installation solutions

  • Research and implement the KPIs, SLAs and metrics applicable to delivering service

  • Work with internal customers to determine and discuss technology needs, analyzes integration of new technology into existing systems, and provides recommendations to meet business needs

  • Work with External vendors (i.e. AT&T, Verizon, Wireless Analytics) to support all iPhones and iPads owned by the firm

  • Initiate communications with vendors in an effort to resolve software or hardware issues as they arise

  • Prioritize and organize workload of help desk staff and external resources to most effectively provide support and complete tasks and act as a technical resource to junior technical consultants

  • Responsible for staff scheduling, monitoring and performance management

  • Communicate clearly all Eaton Vance policies and procedures, ensuring the appropriate usage of desktop hardware and software, software security and licensing requirements

  • Distribute appropriately licenses, software and related files on client desktops

  • Communicate and document solutions and procedures for common desktop, hardware and software issues; maintain and communicate procedures and policies to more junior members of the group

  • Work with internal customers and others in the Infrastructure Group to resolve commonly occurring issues

  • Provide technology support, coaching and training to internal customers and second level support personnel as necessary

  • Assist in the monitoring of software license usage, reducing Eaton Vance business risk.

  • Assist in hardware, systems and applications integration and testing

  • Responsible for building and maintaining a high knowledge and skill level in the standard desktop, hardware and software packages and in keeping informed of current of industry developments

  • Participate on the Incident Response Team to coordinate the resolution of problems

  • Oversee the creation of badges for building access

  • Implement self-managed projects as required

  • Additional responsibilities as requested or assigned by manager

Job Requirements:

  • Bachelor's degree or equivalent preferred

  • Understanding of the ITIL Framework

  • 5 8 years of relevant experience with at least 5 years at the supervisor/manager level

  • Working knowledge of financial services software including a minimum of 3 years' related experience.

  • Should have multiple certifications from recognized external organizations

  • Strong understanding of PC and laptop hardware and peripherals; understanding of Windows OS's, Microsoft Deployment Toolkit, network hardware and protocols and Microsoft Office client applications

  • Proven ability to work under pressure and balance workload of team members

  • Proven ability to handle confidential and restricted data discreetly

  • Excellent problem-solving, analytical skills and management skills in a second tier PC support area

  • Strong interpersonal, oral and written communication skills

  • Demonstrated project management skills

  • Must be a highly motivated individual who displays strong initiative by going "above and beyond" to achieve departmental goals

This policy applies to Eaton Vance Corp. and all subsidiary companies (the "Company").

The Company is an equal opportunity employer and is committed to providing a work environment that is free of discrimination and harassment. It does not discriminate against applicants or employees with respect to any terms or conditions of employment on account of race, color, religion, creed, national origin, ancestry, sex, sexual orientation, age, pregnancy, parenthood, physical or mental disability (actual or perceived), medical condition including genetic characteristics, marital status, citizenship status, military service, gender, gender identity or expression, registered domestic partner status, domestic violence victim status, status with regard to public assistance, or any other characteristic protected by applicable federal, state or local laws. Eaton Vance also prohibits discrimination based on the perception that a person has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. This commitment applies to all persons involved in the operations of the Company, and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers. All employment decisions shall be consistent with the principles of equal employment opportunity.

The information on this Web site is for U.S. residents only. The information on this Web site does not constitute an offer to sell, or a solicitation of an offer to purchase, securities in any jurisdiction to any person to whom it is not lawful to make such an offer. Eaton Vance does not provide tax or legal advice. Prospective investors should consult with a tax or legal advisor before making any investment decision. Eaton Vance Management. All rights reserved. Two International Place, Boston, MA 02110

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Help Desk Manager

Eaton Vance