Managing the day-to-day operations of the Corporate IT Service Desk. Defines and establishes schedules, sets priorities, provides support/direction and dealswith administrative issues as needed.
Hire and train Technical Support Agents on operational procedures and troubleshooting techniques.
Ensures staff provides timely and considerate customer service by fielding help desk calls and resolving technical issues.
Create and maintain documentation related to managed services processes.
Escalates tickets to management or other groups as needed.
Develops desk procedures and documentation as needed. Foster good customer relations and service at all times.
Maintain the highest quality of service by monitoring employee-customer interactions and coaching the team
on how to improve.
Provide excellent communications and motivation within the team to sustain an energized
PRIMARY RESPONSIBILITIES: (list daily duties and specific job responsibilities)
Manage day-to-day operations of Corp IT
Service Desk to meet expected service levelsHire and train technical support agents and address performance issues as neededDevelop and maintain schedules to ensure 24/7 coverage
Develop and maintain reference documentation
Communicate with and motivate team to perform at high level Compile weekly, quarterly, and annual reports and metrics.
Provide data and reporting of KPI's and trends to IT senior management.
Typically requires a BA degree and 4 - 8 years of prior relevant experience or Masters with 2 - 6 years of prior relevant experience.BS degree in IT or business field 4 or more years of relevant work experience in a customer service envronment
Proven technical support experience
Demonstrated ability to handle multiple, changing priorities in a dynamic environment.
Excellent communications skills, both verbal and written.
Excellent customer service skills.
Organized and capable of working in a fast paced, team driven environment.
Willingness to work evenings and weekendsDesired Skills:
Experience managing a customer service "help" desk, ideally in an IT environment
Demonstrated communication and motivation skills
Proven supervisory skills (interviewing, hiring, coaching, training, disciplinary issues)
ITIL certification - Preferred
External Referral Bonus:
Potential for Telework:
Clearance Level Required:
Yes, 10% of the time
Scheduled Weekly Hours: