Vacancy caducado!
- Leading and managing personnel in a geographically dispersed, 24x7x365 environment
- Managing performance-based customer service against multiple SLA requirements
- Utilizing and customizing service desk tools and technologies (ITSM, Remote Management / Monitoring, and Automated Call Distribution) to monitor and improve program performance and satisfy customer needs
- Developing a team of supervisors, team leads and service desk analysts
- Modeling a professional demeanor, using exceptional communication, interpersonal, and customer service skills
- Using comprehensive knowledge of company policies and employment law and
- Purposefully participates in creating a culture of professionalism, customer service excellence and the growth and development of the staff
- Standardizes operations and projects
- Supervises the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems
- Understands Service Level Agreements (SLAs) and KPIs. Applies tactics to meet SLAs/KPIs on a monthly basis
- Staffing; carefully reviews resumes and thoroughly interviews and selects candidates, prioritizing qualifications and professionalism
- Trains, coaches and develops supervisors, leads and service analysts
- Answers analysts’ questions, guiding them through difficult calls or issues, diffuses issues with angry customers, or handles issues that cannot be fielded by analysts
- Leads team meetings, communicates business updates, sets expectations and intentionally seeks to understand their team’s experience and the issues they are facing
- Collaborates with their peers and other management team members to identify trends and establish service center goals
- Regularly monitors employee metrics and provides improvement guidance and if necessary, corrective action
- Prepares and analyzes data reports to improve processes. Ensures that resources are properly allocated and maximizes efficiency
- Initiates projects to support employees, other managers, and service center operations
- Bachelor’s degree in IT or related field preferred; Associate’s degree + 2 years’ experience in lieu of a four-year degree
- Minimum of 4 years of technical service desk management experience
- ITIL familiarity required, with ITIL Foundations certification preferred
- Must have a solid technical background with an ability to deliver instructions to a non-technical audience
- ITIL / ITSM frameworks
- HDI or other Service Desk best practice frameworks
- Experience managing IT help desks with a diverse end user population
- Ability to professionally manage employees applying company policies and employment law
- Prior Workforce Management and Personnel Capacity Management experience
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Strong coaching and leadership skills and the ability to motivate employees
- Strong decisiveness and attention to detail
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Major Incident Facilitation experience
- Technical troubleshooting for a Tier I and Tier II scope of support
- Critical thinking – ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Deductive reasoning–ability to apply general rules to specific problems to produce answers that make sense
- Ability to create, review and modify service desk processes for accuracy and efficiency
- Ability to work both independently and as part of a team
- Ability to travel through major US airports
- Strong multi-tasking and time management skills
- Consulting experience is a plus, but not required
- Ability to create and review team training materials
- Ability to thrive in a diverse work environment
- Communication – presents oneself clearly and articulately when speaking with an individual or before a group assuring that others fully comprehend the intended message
- Drive for results – demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Models passion for improving the delivery of services with a commitment to continuous improvement
- Planning & Organizing/Time Management – sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved
- Service – demonstrates strong commitment to meeting the needs of co-workers, managers or clients striving to ensure their full satisfaction
- Customer Focus: makes customers and their needs a primary focus of one’s actions. Develops and sustains productive customer relationships. Readily readjusts priorities to respond to pressing and changing customer demands. Quickly and effectively troubleshoots and solves customer problems
- The preceding job description has been designed to indicate the general nature and level of work performed by employees within this position
- It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position
Vacancy caducado!