Description

Lead the service desk team to ensure strict adherence to internal and external service level agreements. You will manage daily ticket operations, oversee performance metrics, and drive continuous improvement across the department.

Responsibilities

• Review open tickets daily to ensure SLAs are met, assigning or escalating issues as needed.
• Provide weekly management reports on client ticket status and identify clients at risk of SLA failure.
• Analyze ticket trends to identify recurring customer requests and coordinate appropriate course of action.
• Conduct audits on agent calls and perform monthly assessments to evaluate team performance.
• Handle customer escalations and manage work activity for specific assigned projects.

Required Skills

• 5+ years of experience in service desk or help desk operations.
• Proven ability to manage team performance, including coaching and training.
• Experience reviewing tickets for quality and ensuring SLA compliance.
• Strong reporting skills with the ability to highlight risks and trends to management.
• Ability to work with Project Managers to align team output with project goals.
• Experience conducting performance appraisals and setting quality/productivity objectives.
• Any Graduate education level.

Key Skills

Education

Any Graduate