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Description
Responsibilities: Develop, enhance, and manage Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes. Identify, document, and implement Service Desk best practices Manage prioritization and resolution of issues Developing a performance measurements framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills. Partner with Sales, Service and Support personnel to strategically support accounts. Create and maintain key indicators of department's services for problem and change activities. Manage a Team Improve usage of Service Desk resources and daily guidance to increase productivity of the team. Establish and maintain a customer first Service culture Develop and manage on-boarding implementation process and hand off to CSM team. Perform client follow-ups to verify final resolution and determine satisfaction level. Ensure that all phases of Service Desk work are properly coordinated, monitored, logged, tracked, and resolved appropriately.For consideration, email resume to Requirements Qualifications: Minimum of 5 years' experience in a Service Desk/Support Desk, or other IT Services role Supervisory or team management experience required Extensive experience with Service Desk software, preferably ConnectWise Experience with server and or desktop virtualization Ability to thrive in a fast paced, multi-tasked environment Good communication skills, written and verbal skills Adaptability and able to shift gears quickly For consideration, email resume to Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998.Download our mobile app to take your job search on the go!Contact your local Robert Half Technology office ator visit www.roberthalf.com/jobs/technology to apply for this job now or find out more about other job opportunities.All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. 2020 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.Vacancy caducado!