Manager, Service Delivery/Desktop Support

Reed Business Information is a leading provider of critical information and marketing solutions to business professionals in targeted industry sectors. Our market-leading properties include more than 100 business-to-business publications, over 75 Web sites, and a range of services, including Web development, custom publishing, research, business lists, and industry events.Reed Business Information offers an outstanding compensation package along with generous vacation, sick and holiday pay. For qualified positions, we also offer comprehensive health benefits including medical, dental and life insurance as well as retirement benefits, including a 401(k) program and an Employee Pension Plan.Reed Business Information is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation or national origin. We invite all applicants to confidentially self-identify when applying. The Company complies with applicable laws governing non-discrimination by state and locale.To learn more about us visit: www.reedbusiness.com Reed Elsevier ValuesPlease take a moment to review our values. If our values strike a warm familiarity with you, then you may be exactly the person best suited to perform in our culture. Customer Focus-Valuing Our People-Passion for Winning-Innovation-Boundarylessness.

Position Description:

Job Responsibilities include :•Manage day to day operations to ensure that business solution objectives are met. •Assist customers or departments in planning and delivering end-to-end services. •Work with customers or departments to interpret and plan projects or workload forecasts. •Monitor spending for adherence to budget plans. Perform and/or oversee budget analysis. •Maintain approval authority for expenditures. •Manage the complex relationship between delivery and consumer groups to ensure good client relations. •Identify and manage service improvements to increase customer satisfaction. Ensure satisfactory delivery of services. •Partner with customers or departments to integrate new, enhanced and existing service offerings. •Support the development of new business proposals and introduce new technology to continually enhance business solutions. •Select and hire employees. Train and evaluate employees to enhance their performance and development. Address performance issues and make recommendations for personnel actions. Motivate and reward employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines. Additionally, this position will be responsible for:• Providing technical consulting for Help Desk Analysts and customers.• Resolving complex technical support issues that cannot be resolved via telephone by First Tier Analysts.• Maintaining a high level of technical knowledge on assigned products.• Analyzing, documenting, and escalating critical issues to appropriate organization (Network Engineering, Business/Application Specialists, Operations, development, and vendors).• Maintaining technical expertise and knowledge about new versions and products.• Implementing and assisting in the training of new employees; ensure exceptional quality support is delivered.• Proactively reviewing calls through appropriate Support Magic system.• Monitoring and ensuring timely escalation of customer issues to internal organizations or vendors. Collaborate with other IT organizations business units on assigned projects.• Providing technical expertise from both a consulting and training perspective.• Participating as a team member on major project implementations. • Identifying training and resource needs that will maintain customer satisfaction, and technical expertise of the team. • Provides back up for Help Desk Analyst.• Diagnosing and resolving technical issues as well as responding to telephone service requestEnvironmental factors and Physical requirements while performing the duties of this position include:• Ordinary ambulatory skills sufficient to visit internal customers in their locations• The ability to lift/carry/ move weights up to 50lbs• Ability to stand, stoop, bend and kneel within small quarters.• Good hand & eye coordination as well as arm, hand and finger dexterity• The ability to grasp small objects• Requires sitting for long periods of time• Excellent communication skills

Qualifications:

Qualifications:•A good academic background in a computer based subjects and exceptional knowledge in all aspects of IT infrastructure support and maintenance.•Broad Technical understanding and experience across various methodologies, platforms, and systems.•Good analytical skills with a proven track record of successful IT infrastructure implementation and support.•An ability to manage own time efficiently with a clear focus on the delivery and maintaining IT infrastructure solutions within the business whilst making themselves available to others as required.•Ability to manage own time in a productive manner with limited supervision.•Requires expertise is supporting a variety of software applications including Quark, Adobe Products, along with solid OS, MS Office Suite, MAC, VPN, iPass and BlackBerry knowledge. Advanced Active Directory and PC hardware troubleshooting skills. Strong aptitude for problem solving. •Excellent interpersonal, customer service, and communication skills (oral and written) are necessary.•Must have the ability to deal with complex issues and multiple tasks at one time. •Bachelor's degree or equivalent education.•5 or more years of supervisory or management experienceReed Business offers a competitive compensation and benefits package including medical, dental, vision, 401K, like insurance, pension, etc.Please suibmit your resume and a brief cover letter, including salary requirements to: nycjobs@ReedBusiness.com