Helpdesk - Vendor Relations Manager

Schnitzer Steel Industries, Inc. is one of the largest steel recycling companies in the United States.  We have been in business for 100 years and are experiencing aggressive growth.  If you are seeking career growth and challenge, Schnitzer is a proven employer of choice. 

 

We are seeking a Helpdesk - Vendor Relations Manager on a contract-to-hire basis. 

 

This position is responsible for the management of vendor and customer relations for IT Helpdesk and Desktop Services, ensuring high quality delivery of support services. This position will provide technical leadership and guidance and will work closely with all members of the IT team to manage, support, and improve the customer support environment.

 

Essential Functions:

 

1.  Architect and implement an enterprise PC management model; inventory/audit, deployment, maintenance, support and upgrade of desktop workstations/software to improve efficiency, cost reduction and compliance throughout the organization.

2.  Provide leadership and management of out-sourced vendor to achieve operational objectives, customer satisfaction, and exceptional service quality driving efficiency and reductions in overall costs.

3.  Design processes that promote consistency and enhanced quality of service.

4.  Responsible for initiating and maintaining workstation hardware/software procurement guidelines/standards for the organization.

5.  Provide service level and performance metrics reports on a monthly or as needed basis. Analyzing reports for trends, and continuous improvement.

6.  Provide leadership in vendor relationship, resolving and escalating problems, as well as providing vendor performance feedback as necessary.

7.  Assist in preparing, tracking, and adherence to budgets.

8.  Maintain excellent customer and vendor relationships.

9.  Leadership in suggesting and developing solutions to improve business processes and productivity.

10. Perform a variety of other assignments associated with IT on an as needed basis, including project management, Sarbanes Oxley, and security monitoring and remediation initiation.

11. Maintain a positive attitude, demonstrating a daily willingness to learn new programs, functions, and/or skills necessary to ensure smooth running of the company and its facilities.

12. Other administrative tasks as required.

 

Qualifications:

 

1.  3-5 years of demonstrated work experience managing Helpdesk/Desktop Services and vendor relationships. 

2.  4-6 years Desktop Support experience

3.  Experience working with technology related products and services.

4.  Experience in designing and managing Helpdesk/Desktop Services SLA’s.

5.  Highly developed verbal and written communication skills with the ability to build justifications for vendor decisions and communicate them effectively to upper management.

6.  Knowledge of call tracking software

7.  Ability to multi-task a wide variety of support issues and effectively prioritize problems, minimizing user downtime and overall impact to business operations.

8.  In-depth understanding and demonstrated technical skills and experience in troubleshooting PC and laptop issues in order to isolate software and hardware problems.

9.  Contribute individually with minimal supervision.  High degree of accountability.

10. Experience with Sarbanes Oxley regulations and enforcement. 

11. Highly developed customer service expertise.

12. Strong organizational skills, attention to detail, able to meet deadlines.

13. Ability to acquire new IT skills.

14. Able to operate office equipment such as PC’s, printers, photocopiers, multi-function machines.

15.  Proficient in the Microsoft Office Suite.

 

 

Physical Activities Required to Perform Essential Functions:

 

Ability to: sit for up to eight hours per day; type and/or keyboard for a few hours per day; be mobile within a confined, crowded area; communicate by speech and hearing in person and by Phone in a professional manner.  Visual acuity to perform close detail work, operating a computer.  Ability to: write by hand and/or keyboard for extended periods of time, up to 6-8 hours per day; bend at waist, twist upper body, stand, walk, and negotiate uneven surfaces; assemble papers, stable, and file; apply sufficient force to open and close file drawers. 

 

Supervisory Responsibility:

 

This position involves supervisory responsibilities.

 

Interpersonal Contacts:

Interpersonal contacts are by phone, with local IT staff, remote IT staff, and remote company staff. 

 

Job Conditions: 

Normal office environment.  On-call and occasional overtime required.



 

Please refer to our website www.schnitzersteel.com to apply.



We will be accepting applications for this position until 7/9/2008. 

Principals only, no phone calls please. Schnitzer Steel Industries, Inc. is an Equal Opportunity Employer.