Manager, IT End User Support, L2 in Parsippany-Troy Hills, NJ at Securitas Security Services USA

Date Posted: 11/22/2021

Job Snapshot

Job Description

JOB SUMMARY: 

The Manager, IT Support, End User Services L2 will be supporting the Securitas Americas (including North & South America & Canada) users and responsible for troubleshooting/resolving various computer, network and technical problems at multiple offices or worksites via telephone, email remote connections or in person. The L2 Manager will also be responsible for all Level 2 tasks and coordination with L2/L3 operations, including user access provisioning and Active Directory administration as needed. The L2 Manager will oversee the Level 2 team including managing the operations and schedules of the team, handling escalations, CSAT and quality management, incident reporting and trend analysis, including help troubleshooting tickets as needed. The L2 Manager will manage the day-to-day operations of services to include incident, problem/service request and user support. This role will also be responsible for VIP support, responding to and updating incidents while working on the issues within the SLA.


ESSENTIAL FUNCTIONS
• The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Associates are held accountable for successful job performance.  Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
• Responds, reviews, prioritizes, and processes Service Desk tickets.
• Serves as ServiceDesk L2 escalation POC to end users, systems, and application owners.
• Installs and maintains computer software, Push software installs via SCCM. 
• Images Laptops and Desktops using SCCM or via USB.
• Works on requests for User Access Provisioning and Active Directory Administration.
• Assists in developing and maintaining operational support processes and procedures.
• Cross trains L1 & L2 teams and also takes training from L3.
• Monitors workloads to ensure Tickets are properly documented, and open issues are resolved properly in a timely manner and delays/updates are posted back to users.
• Identifies new ways to solve issues and provide updates to knowledgebase, and frequently asked question resources.
• Ensures continuous collaboration with IT Operations Management L2/L3 teams.
• Provides daily reporting with volume analysis and trending on Ticketing – identifying any common issues that could be potential problem and notifying L2/L3 Teams (proactive problem management support).
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents.
• Provides training sessions for new and existing staff on product knowledge.
• Coaches, mentors, and trains staff with updates received from L2/L3 Technical teams or organizational updates.
• Prepares and supervises daily work schedules of the staff ensuring the hours of operations and 
adherence to work hour schedules (managing breaks and telephony management).
• Provides afterhours support POC for IT ServiceDesk Staff (work as on call resource on rotation as 
needed).
• Performs other service desk related duties as assigned by IT Operations Leadership when necessary.


MINIMUM QUALIFICATIONS AT ENTRY
Additional qualifications may be specified and receive preference, depending upon the nature of the position.

• Minimum 5 yrs. of IT ServiceDesk experience in a managing capacity supporting IT ServiceDesk
• Must have an experience on PC Hardware and Software troubleshooting and PC imaging
• Must have experience working on issues with Win 10 Operating system errors
• Strong track record of understanding of PC hardware and software and troubleshooting hardware 
failures in a Windows OS (10), Office365, Printers, Desktops / Laptops, TeamViewer, Active 
Directory, Citrix, Mobile devices (IOS, Android)
• In depth knowledge Windows 10 OS and troubleshooting update related issues
• Understanding of Mobile device configurations and applications.


EDUCATION/EXPERIENCE: 
• Associates Degree or higher in related field and 5+ years of successful experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company    
• Experience working with Regedit.
• Experience installing and troubleshooting Office 365 suite of applications.
• Experience with standard applications such as Crowdstrike, Visio and Adobe.
• Experience with Data Encryption technologies and general networking concepts. VPN, AD etc.


COMPETENCIES: (as demonstrated through experience, training, and/or testing):
• An attitude that quickly adapts to and adopts organizational changes and supports scope changes
• Excellent customer service and communication skills both in person and over the phone. 
• Must be able to properly communicate and document incident resolutions within tickets and 
maintain written documentation.
• Must be able to work independently as well as work as part of a fast-moving team
• Ability to understand, support, and adapt to organizational changes and road maps.



Working Conditions and Physical/Mental Demands
With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:
• Maintaining composure in dealing with executives, clients, prospects, and staff, in group settings and in situations requiring high performance and results.
• Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey.
• Handling and being exposed to sensitive and confidential information.
• Required ability to handle multiple tasks concurrently.
• Regular talking and hearing.
• Close vision, distance vision, and ability to adjust focus.
• Frequent lifting and/or moving up to 10 pounds and occasionally up to 25 pounds.


EOE M/F/Vets/Disabilities