*Please sent your consultant on p...@innosoul.com <p...@innosoul.com>*

*Position:* *Help Desk/Production Support Manager with healthcare/
government Experience*
*Location:* *Raleigh, NC (NCDHHS FAST)*
*Duration: *12 months

*Skill Required / Desired Amount of Experience*
Solid knowledge and experience with browser based applications. Required 5
Years
Experience researching, analyzing and interpreting automated system
problems. Required 5 Years
Very good oral and written communication skills to effectively deal with
all levels of the organization. Required 5 Years
Solid experience leading a team. Required 5 Years
Experience analyzing and projecting the needs of a team to ensure success.
Required 5 Years
Experience implementing and managing a help desk operation. Required 5 Years

("support manage*" or "supporting manage*") and (healthcare or health* or
"health care") and (govern* or government or "govern ment")

JD:
This position will act as the Production Support Manager for the NC FAST
Help Desk. This position will be responsible for serving as a technical
expert for help desk staff at all levels and for resource oversight
activities including maintaining adequate coverage schedule, monitoring key
Help Desk metrics in accordance with NC FAST Service Level Agreements
(SLAs), as well as developing and maintaining all logistical facets of the
Help Desk operation to ensure that calls are triaged, sorted, researched
and escalated as necessary to reach a resolution in a timely manner. Tasks
include development of procedures, revisions to current processes and
procedures to increase productivity, routine analysis of metrics for all
Help Desk levels, evaluation and management of staffing resources assigned
to each Help Desk level and coordination and tracking of Help Desk issues
escalated to the development team for additional analysis and resolution.

‚Äč
Best Regards
*Paul*
*[image: http://www.telephoneart.com/animate/ringing.gif]* 518-504-0086
Email : p...@innosoul.com
Linkedin :https://www.linkedin.com/pub/paul-k/49/a53/836
www.innosoul.com
innoSoul,Inc. (An IBM Partner Company)
NY Minority and Woman Owned Business Enterprise (MWBE)
24 Fairfield Ave, Albany NY 12205 Fax: 206-666-1776

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