Help Desk Manager

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Job Description
Company Description Veolia Water Technologies, Inc. is an industry leader in providing water and wastewater solutions to industrial and municipal customers. Our parent company, Veolia Environnement (VE), is a global leader in optimized resource management. With over 187,000 employees worldwide, the company designs and provides water, waste and energy management solutions that contribute to the sustainable development of communities and industries. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and to replenish them.
Job Description Company Description
Veolia Water Technologies, Inc. North America (VWT) is currently seeking a Help Desk Manager for our corporate office in Cary North Carolina.
Veolia group aims to be the benchmark company for ecological transformation. With nearly 179,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2020, the Veolia group supplied 95 million people with drinking water and 62 million people with wastewater service, produced nearly 43 million megawatt hours of energy and treated 47 million metric tons of waste. Veolia Environment (listed on Paris Euronext: VIE) recorded consolidated revenue of €26.010 billion in
2020.
****Job Description
The Help Desk Manager, North America is a position within the IS&T group accountable for managing the Level 1 help desk team, using Service Now as the main ticketing system. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation to Level 2 Support. Conduct meetings with IS&T team members and BU Department heads to understand their needs and how the L1 team can offer better support.
Job Description
Manage user issue / help requests via Service Desk system
Manage Help Desk team to ensure proper support is being given to user base
Mentor team members, provide more in-depth training for users on gaps in expertise
Communicate to the NA BU’s upcoming changes & large scale affecting issues that are being worked on by the team
Utilize Metrics and KPI’s to manage team workload, and recurring items
Setup and Improve Dashboard Metrics in Service Now to present Daily/Weekly/Monthly/Yearly ticket load and productivity gap
Conduct 1:1 team member’s meetings to discuss on going issues that need additional support, and to work towards future skill sets
Review and make recommendations on improving group G Suite skills
Monitor & react to dashboard KPIs adoption, including Chromebook deployment
Communicate to group useful information to promote awareness/adoption
Escalate advanced cases
Assure continuity of the computer system for all system users
Research software products and applicability to organizational environment
Manage, install and troubleshoot selected software and hardware products both locally and remotely
Manage, install and troubleshoot telephone system and other equipment such as; printers, scanners, copiers, etc
Repair hardware as necessary and work closely with service vendors to ensure continuity of service
Recommend changes in software and hardware to improve computer capabilities
Assist in implementing practices that will more effectively utilize Google resources
Perform system testing and updates
Maintain service records
Maintain IT documentation
Performs other duties as assigned
The Veolia group aims to be the benchmark company for ecological transformation. The Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2020, the Veolia group supplied 95 million people with drinking water and 62 million people with wastewater service, produced nearly 43 million megawatt hours of energy and treated 47 million metric tons of waste. Veolia Environment (listed on Paris Euronext: VIE) recorded consolidated revenue of €26.010 billion in 2020.
****Veolia offers competitive compensation and benefits working in a dynamic environment with challenging projects and training provided to ensure your success.
Veolia is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. EOE/AA-M/F/D/V
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.
Qualifications Qualifications
Job Requirements and Qualifications:
BS degree in Computer Science, Information Technology or relevant field experience in lieu of a degree 
4 years of related work experience
Must be proficient in Google, MS Office, MS Windows Desktop Operating Systems, MS Windows Server Operating Systems including Active Directory and TCP/IP networking knowledge
Essential Competencies
Proven work experience as a Help Desk / Service Desk manager
Hands on experience with help desk and remote control software (ServiceNow / TeamViewer)
Strong technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Physical Demands
Regularly required to talk and hear while performing job functions
Very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing
Frequently lift and/or move items over 50 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
Minimal travel required – approximately 15% or less
VWT offers you competitive compensation and benefits working in a dynamic environment with challenging projects and training provided to ensure your success.
Around the globe, Veolia helps cities and industries to manage, optimize and make the most of their resources. The company provides an array of solutions related to water, energy and materials – with a focus on waste recovery – to promote the transition toward a circular economy.
EOE/AA-M/F/D/V
Additional Information Please apply and email your resume to
****
Veolia offers you a competitive compensation and benefits package, along with a dynamic work environment. We offer challenging projects and training to ensure your success.
Around the globe, Veolia helps cities and industries to manage, optimize and make the most of their resources. The company provides an array of solutions related to water, energy and materials – with a focus on waste recovery – to promote the transition toward a circular economy.
EOE/AA-M/F/D/V
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