5 days old

Manager - Pc Support - 182172

El Paso, TX 79901
  • Job Code
    182172

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

BASIC FUNCTION:

Provides management leadership, organization direction and coordination to the PC Support Department. Manages the staff by setting priorities, assigning projects, providing upper management reports, training, development of associates and overseeing the 24/7 day support coverage. Responsible for implementing salary reviews and department budgets.

ESSENTIAL RESPONSIBILITIES:

  1. Interfaces with DVPs, Service Center Executives, Roseland, Moorestown Management and San Dimas, providing assistance, guidance and recommendations regarding PC Support issues when necessary. Ensures timely resolution to minimize business interruption at the Service Centers. (Approx. weight 15%)
  2. Manages the escalation, response to and resolution of PC Support issues that are reported by the DVP, Service Center Executives or Moorestown Management. (Approx. weight 15%)
  3. Directly responsible for the approval and delegation of new projects to associates within PC Support. Monitors the progress of projects to completion. Ensures adherence to department schedules, including, but not limited to, beeper, meeting and late night schedules. (Approx. weight 15%)
  4. Manages, coordinates and monitors "on demand" projects until completion. Recognizes, coordinates and escalates problems to proper associates or managers as necessary. (Approx. weight 15%)
  5. Manages and provides training feedback to associates with periodic performance appraisal and identification of development needs. Works with each associate toward his/her annual goals and provides each associate with a yearly performance appraisal. Monitors the business demeanor of associates in resolving problems or crises. (Approx. weight 10%)
  6. Provides Moorestown Management with weekly/monthly progress reports on the PC Support Dept activities. (Approx. weight 10%)
  7. Maintains a current working knowledge of the Novell, NT, and all associated peripherals (Approx. weight 10%)
  8. Manages the training of support services to ensure all areas of support are up to date in their knowledge of all new applications and products to accurately answer all questions coming in from the field. (Approx. weight 10%)

SPECIAL ACCOUNTABILITY:

Responsible for managing second level PC Support and creating and maintaining service level agreements with the EasyPay Win/Net Centers. Responsible for maintaining the continuous technical support for all SBSServiceCenters and Moorestown. Provides 24 hour, seven day a week PC support via a paging device. System disruptions can prevent processing payrolls, quarterlies/year end reports and meeting daily delivery requirements.

QUALIFICATIONS:

Education : BS degree or a technical training equivalent. Advanced PC or Network certification preferred.

Experience:

  • 2-3 years experience managing a PC Support organization.
  • 5-7 years help desk support experience.
  • 2+ Windows operating systems experience.

Preference will be given to candidates who have the following:

  • Ability to maintain a pleasant, reassuring business demeanor in the midst of solving a problem or crisis, reassuring the EasyPay Service Center until the problem is resolved.
  • Good interpersonal, communication and analytical skills.
  • Ability to work independently under pressure.
  • Ability to troubleshoot problems remotely, utilizing available resources

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-10-10 Expires: 2019-11-09

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Manager - Pc Support - 182172

ADP
El Paso, TX 79901

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