Responsibilities
- Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives.
- Oversee daily volume of tickets generated from each client; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients.
- Responsible for developing and documenting processes and procedures particularly in a SLA driven environment.
- Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week.
- Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
- Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
- Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager.
- Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
- Supervise Team Leads, assigning duties and preparing and delivering performance reviews.
- Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
- Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
- Responsible for all Human Resource activities at the Service Desk.
- Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
- Ensures and drives an engaged culture.
Requirements
- Excellent verbal and written communication skills
- Excellent customer service skills