Project Manager
Location : Madison,WI
Duration : Long term
Visa : Any(except OPT CPT)
Rate : DOE
Job Description
The Consolidated Court Automation Programs (CCAP) is seeking
qualified candidates for an IT Help Desk Team Lead contract position. The CCAP
IT Help Desk provides hardware and custom software support for over 2800 court
system employees located in 75 locations throughout Wisconsin. The team also
provides support for members of Wisconsin’s legal community that participate
electronic filing in the circuit courts. The CCAP Help Desk is staffed by 13
support agents and is open 5 days per week during normal business hours. The
person in this position reports to the Customer Services Manager, and is
responsible for ensuring all reported IT problems are resolved as
professionally, efficiently, and thoroughly as possible.
Specifically, the person in this contract position will:
1) Manage help desk staff schedules and support assignments;
2) Plan, design, and contribute to help desk improvement
projects, including ongoing capability assessments and staff training plans;
3) Advocate for customers by coordinating help desk
operations with leaders of other CCAP departments including technical
operations, software development, and inventory management;
4) Track all important customer issues through to
resolution;
5) React to customer emergencies;
6) Other support related duties as needed.