Job Summary:
We’re hiring a self-motivated Service Desk Manager with experience working in a tiered Service Desk environment. The successful candidate will be well organized, metrics-driven, able to work in various environments with non-technical and technical profiles.
You will be responsible for a team of Service Desk Analysts, including delivery of Service Levels, quality, and consistency, and other KPIs. Your team will be responsible for analysis and resolution of customer requests including software queries, data correction, bug replication and root cause analysis of recurring data issues.
Job Description:
Job Responsibilities:
You will be responsible for:
- Managing a team of Service Desk Analysts and providing coaching and guidance.
- Establishing goals and metrics for the support function and measuring the team's performance via monthly and annual scorecard reviews.
- Developing, implementing, and reviewing, operational policies and procedures.
- Handling more complex inquiries or inquiries from critical customers or accounts, including facilitating progression of escalated tickets.
- Tracking customer feedback and proposing appropriate action.
- Regular metric reporting and analysis for the Senior Management Team.
- Identifying and suggesting solutions and improvements to operational gaps.
Job Requirements:
- 2 - 3 years management / team lead experience
- Courses or certifications in team leadership or customer service management
- Excellent written and verbal communication skills
- Ability to relate complex models and ideas in clear, plain-spoken English
- Tenacious, Get-Things-Done Attitude… But must work well with others
- Takes initiative and performs well under high pressure
- Demonstrates ability to coordinate cross-functional work teams toward task completion
- Demonstrates effective leadership and analytical skills
- Comprehensive knowledge of the field's concepts and principles
- Performs complex tasks typically following established processes
- Primarily focused on administering established policies and procedures but may have some impact on departmental budgeting, strategic planning, and procedural change
Worker Type:
Regular
Number of Openings Available:
0