Vacancy expired!
- Bachelor's degree with 5-8 years of IT Customer Service Management Experience with a Managed Services Provider; or equivalent combination of education and/or experience
- Strong Leadership Experience
- Excellent customer service skills with both written and verbal communication
- Willingness to be "Hands On" and "Do the Work"
- Exceptional Time Management skills
- Strong in all major Microsoft Office product (O365, Outlook, Word, Power Point, Excel)
- Strong familiarity with ITIL Service Desk processes
- Strong experience with automation of service desk processes
- Minimal travel is required for this position (up to 20% of the time and on a domestic basis).
- Develop, manage, and coach customer help desk specialists and application support analysts across multiple locations to deliver exceptional customer experience
- Monitor, report, and analyze team performance to drive improvement in KPIs. Ex: Call Quality, Response Time, Accuracy, Resolution Time, etc.
- Identify training gaps and assist in building educational opportunities to correct gaps
- Manage expectations and coordinate training opportunities including timelines
- Respond directly to support issues and service requests
- Interface with other team members to insure resolution of incidents in a timely manner
- Ensure customer satisfaction by maintaining constant communication on open service items
- Develop and manage an on-call rotation for support services
- Assist in identifying trends in support requests and incidents
- Analyze trends for automation opportunities
- Look for opportunities to modernize the service desk experience
- Develop, maintain, support operational processes
- Develop, manage, and maintain vendor relationships
- Manage and work with carriers, service providers and vendors
- Support onsite and field-based personnel
- Interview and recommend candidates for hire on an as-needed basis
- Ensure the timely response to all service desk support calls and system-generated alerts.
- Coordinate support team escalations and alert communications during major incidents.
- Develop and coordinate communications with other support teams including FAQ's or QRC's
- Determine personnel requirements, set employee schedules, and ensure employees have the resources necessary to complete their jobs.
- Develop and maintain support documentation in a central knowledge base
- Other duties as assigned
Vacancy expired!