Service Desk Manager

Description :

Team Manager - Service Desk Summary :

The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements.

The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures, as well as maintaining employee morale and providing a framework for employee progress and success.

Essential Functions :

- Responsible for achieving or exceeding monthly account-service level agreements (SLAs).

- Works with Operations Leadership to identify gaps and specific actions.

- Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions.

- Ensures chargeability reporting completed weekly.

- Approves and monitors employee timecard, schedule adherence, and attendance according to Bell Techlogix policy.

- Responsible for conducting regular coaching sessions and for retention of team members.

- Maintains acceptable conduct according to all Bell Techlogix policies and procedures.

- Maintains organizational effectiveness and efficiency by supporting, implementing, and communicating strategic plans.

- Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management.

- Understands and works within SLAs and KPIs to fulfill Companys obligations.

- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.

- Assists in QA Review process implementation and notifies senior management of issues with maintaining QA program.

- Drives improvement and accountability for team based on QA and customer satisfaction feedback.

- Maintains a strong working relationship with clients and coworkers.

- Acts as point of contact for client inquiries and escalations.

- Works in an on call capacity as needed.

- Functions as Major Incident Manager as needed.

- Other duties as assigned.

Required Experience, Education and Knowledge :

- Must have a Bachelor's Degree in Computer Science or related field.

- Industry certifications preferred.

- Must be proficient in Microsoft Office and working in different operating systems.

years relevant helpdesk experience, IT and or desktop support experience.

- Minimum of one-year supervisory experience.

- Minimum 2 years customer service experience.

- Experience with ITIL best practices.

- ITIL Foundations certification preferred.

Preferred Experience Certifications :

- 12 months technical support experience.

- CompTIA A Network HDI MSCE or Industry Equivalent Experience in troubleshooting internet browsers, smart phones & tablets a plus.

- Knowledge or exposure to the following : Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.

Ability & Skills :

- Ability to verbalize information and ideas in order for others will understand.

- Ability to identify and understand the speech of another person.

- Ability to use computers and computer systems (including hardware and software) to install programs, set up functions, enter data, or process information.

- Ability to multitask and complete tasks effectively.

- Excellent verbal and written communication skills.

- Ability to mentor and help in the professional growth of others.

- Highly developed interpersonal skills.

- Strong problem solving, conflict resolution, and customer service skills.

- Ability to work independently and maintain professional working relationships with coworkers.

- Ability to obtain information from all relevant sources and use information to identify solutions.

Conditions of Employment :

- Ability to lead and direct a group of employees.

- Must successfully pass pre-employment (post offer) background check and drug screen.

- Must be able to pass a skills assessment.

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