Vacancy expired!
- Oversee 100% of the requests, incidents and problems starting in the support desk. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents from team members. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Assist with determining the root cause of issues and communicate appropriately to internal and external customers. - (50%)
- Provide data and reporting of KPIs and trends to Director or Senior Manager of Technical Support in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. Will drive ticket deep dive analysis and develop strategies for improvement. Work to make Support Desk deliver the ultimate customer experience through service delivery across all customers. Monitor and manage ticket and phone queues (participating in escalated incidents / calls as needed). - (20%)
- Oversee technical solutions repository & client documentation repository and ensure top quality solutions are available to the support desk staff. Develops service and business level objectives to set clear expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support across all managed RapidScale customers. Advise management on situations that may require additional client support or escalation. - (20%)
- In support with the Director or Senior Manager of Technical Support, manage process for communicating outage/emergency activities to the organization and customers. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. - (10%)
- Must possess a very hands-on approach and leadership style. You will own and be responsible for the results of your group
- Deep knowledge and understanding of support KPIs and the drivers that help achieve positive results. You will need to have a passion for data and the ability to use the data to drive business decisions.
- Experience with Excel and PowerPoint. The ability to take raw-data and build charts and graphs and PowerPoint presentations that can be used in executive level presentations.
- Experience with influencing and leading a Support Desk call center that provides world class customer experience
- Superior communication skills. Ability to understand and translate complex reports into trending and analytics
- Able to collaborate and work across multiple internal functions to ensure that the SLAs are achieved for all customers
- Ability to articulate clear expectations and hold team members accountable. Must have proven experience with managing large teams.
- Effective negotiation skills
- Outstanding oral & written communication skills
- Experience thinking outside of the box with a can-do attitude
- Willingness to go above and beyond
- Experience with SalesForce Service Console: Building reports and dashboards.
- A college degree or equivalent work experience (1-3 years) is required.
- Create and execute career development plans.
- Approve timesheets and expense reports
- Direct, control, motivate, mentor, build and develop staff.
- Interview, hire, develop, train and promote high performing individuals
- Conduct annual performance reviews for direct reports
- Encourage staff development through identifying training needs & providing coaching and mentoring where needed.
- Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
- Call monitoring and quality reviews to ensure consistent service delivery
- Promote teamwork and cooperation within the support desk and across all other teams.
- Develop & maintain positive, inter-dependent relationships with other departments and managers.
- Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding customer service.
- Ability to adapt and manage constant change
- To ensure incidents and service requests are managed effectively to SLAs.
- To ensure consistent performance to internal KPI targets.
- To foster an environment of growth and learning by effective coaching and development
Vacancy expired!