Mgr, Finance Helpdesk

Description Premiere Global Services, Inc. is a global provider of on-demand business process improvement solutions. Our on-demand Communications Operating System offers business applications within the following solution sets: Conferencing & Collaboration, Desktop Document Solutions, Enterprise Document Solutions, Notifications & Reminders, and eMarketing.

Headquartered in Atlanta, Georgia, and with presence in 23 countries worldwide, Premiere Global delivers solutions to an established customer base of over 50,000 companies, including nearly 95% of the Fortune 500. We are a publicly traded (NYSE: PGI) company with $560M+ in annual revenues and 2500 associates in 23 countries. Premiere Global was recently recognized as a leading innovative technology provider in the Information Week 500 and was #16 on the 2007 Georgia’s Top 100 Public Companies.


Summary of the primary purpose(s) of this position:

The Finance Helpdesk Manager oversees the operations of the Finance Helpdesk. They are a key point of contact for the Finance Helpdesk and lead the resolution of escalated and sensitive issues.

II. Essential Duties and Responsibilities
Oversee operations of Finance Helpdesk.
Monitor NetSuite queue for turnaround time.
Measure Helpdesk Analyst volume. Ensure issues enter and leave the Finance Helpdesk in a timely and efficient manner.
Report helpdesk metrics to Director of Revenue.
Hire, coach, counsel, train and develop team.
Review resumes; conduct interviews; select qualified candidates.
Conduct annual performance appraisal of each team member.
Meet with team member to review performance and discuss goals for upcoming year. Provide leadership and guidance to each team member on a regular basis.
Act as main point of contact for escalated and sensitive Finance Helpdesk issues.
Interact with various departments when issues arise with Finance Helpdesk.
Work with employees from other departments to resolve issues completely.
Lead resolution and follow up with appropriate employees when issue is resolved.

III. Skills/Knowledge/Abilities

Fundamental knowledge of financial terms.

Strong project management skills.

Exceptional interpersonal skills with all levels of employees.

Excellent time management skills.

Ability to focus people resources against key business priorities.

Working knowledge of project plans – design and implementation.

Excellent written and verbal communication skills.

Strong problem identification and problem solving skills.

Ability to grasp division’s short and long term priorities and develop systems and plans around them.

Computer literacy at the intermediate level.

Strong organizational skills

Team player with an effective coaching ability, motivating ability, and listening ability.

Excellent time management skills.

Exceptional interpersonal skills.

Ability to focus people resources against key business priorities.

Excellent written and verbal communication skills.

Strong problem identification and problem solving skills.

Computer literacy at the intermediate level.

Strong organizational skills

Fundamental knowledge of business systems.

Exceptional interpersonal skills.

Ability to focus people resources against key business priorities.

Working knowledge of project plans – design and implementation.

Excellent written and verbal communication skills.

Strong problem identification and problem solving skills.

Ability to grasp division’s short and long term priorities and develop systems and plans around them.

Computer literacy at the intermediate level.

Strong organizational skills

IV. Supervisory/Management Responsibilities
Position does have responsibility for directing the work of others, including performance appraisals, hiring promotions, discharges. The Finance Helpdesk Manager oversees the Finance Helpdesk Analyst and Finance Helpdesk Team Lead positions.

V. Education/Experience
Bachelor’s Degree with a concentration in Accounting, Finance or Business
AND
3 years of finance operations experience in a business environment including billing, A/R, and collections
AND
1 years of leadership or management experience
Preferred level of experience necessary to perform the essential duties of this job.
1 year of telecom industry experience

Requirements .