Supervising employees who obtain information from service requesters, log information into the proper call management system, and provide information relevant to the call and services provider.
Supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., Workday), or similar areas.
Guide and support the Service Desk team dealing with incidents, service requests, and advice, ensuring correct prioritization of incidents and service requests based on impact to users to ensure agreed targets and service levels are met and appropriate quality standards achieved.
Oversee servicing of a range of equipment from workstations to servers to networks.
Oversee critical production events, targeting and managing trend analysis and metrics reporting.
Perform administrative management of technical support and queue management.
Recommend changes or improvements within the department and work with other management to integrate policies.
Maintain performance metrics and survey targets for quality service delivery.
Oversee daily operations, including schedules, escalations, and reporting. Prioritize projects, identify goals, and assign staff to reach goals.
You will be successful in this role if you have:
Bachelor’s degree in Information Technology, Computer Science, or related field.
ITIL certification is a plus.
5 years or more in an IT Service Management environment.
Demonstrated leadership skills.
General knowledge of customers supported.
Competent in MS Office and other standard software.
Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention.
Understands and is accountable for service level objectives as defined by contract/client.
Ability to accurately assess and implement developmental requirements in order to build individual and team capability.
Ability to set and work towards challenging goals, demonstrating enthusiasm and drive in the pursuit of goals.
Ability to contribute to the formation and ongoing achievement of team-based work structures.
Ability to assign, oversee, and review the work of employees supervised.
Ability to monitor adherence to schedules and procedures.
Ability to make recommendations to management on personnel and project-related actions.
Strong coaching and mentoring skills.
Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes.
Usually, English is enough to fulfill the role; any additional language of the countries it supports is an advantage.
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