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IT Service Desk Lead

NEW YORK-10003, NY, US
07/18/2020

-

Required Skills

Typing WPM: 85, Network +

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Position: The Service Manager

The Service Manager is responsible for driving excellence in client experiences and team members interactions each and every day.

This position will be responsible for high level escalation of customer issues and account services.

This position will actively listen to client problems and concerns in order to effectively remediate issues.

The Service Manager will act as primary supervisor for daily operations of the technical support team.

The manager will escalate within and outside of the team in order to ensure client service and experience is set to the highest levels.

Responsible for managing the service department to specific KPI's, contractually obligated SLAs and continual process improvement.

Coaching and mentorship to assist the technical team in their professional development goals will be an integral part of this role.

The position will aid the sales team in identifying team members who can support new business and will also provide technical account supervision in the sales and ongoing support process.

The manager will emphasize and promote the current work place culture generated by our Mission, Vision and Values.

Responsibility

Scheduling, SLA, engineering efficiencies

Generalized Responsibilities:

Driving excellence in client experiences and team members interactions each and every day.

Work with the technical support team and management to ensure issues are processed quickly and effectively for the highest support levels

Keep the Help Desk team harmonized with SLA expectations. Set standards and measurable thresholds for service delivery and mentor team members through execution of services against metrics

Manage team scheduling and support center service delivery

Provide direct, daily oversight to ticket queues to aid in delivery of SLAs and high service standards

Serve as an advanced problem solver with creative solutions and a focus on long-term stability

Provide daily, weekly, and overall KPI management and remediation expectations for the service teams

Promote engineering efficiencies through pattern recognition

Understand contracts and agreements with the goal of executing contractual obligations through service delivery

Apply continual process improvement strategies

As a member of the leadership team fully participate in delivering on our mission and values.

Qualifications

Bachelor's Degree (any field)

Network +

Typing WPM: 85

Previous Management experience, minimum 10 direct reports