Description

Lead the service desk team to ensure strict adherence to internal and external service level agreements.

This role is on-site.

Responsibilities

• Manage daily ticket operations, assigning or escalating issues to meet SLA targets.
• Conduct daily reviews of open tickets and weekly reporting on client status and SLA risks.
• Analyze ticket trends to identify recurring requests and coordinate corrective actions.
• Audit agent calls and perform monthly assessments to evaluate team performance and quality.
• Handle customer escalations and manage work activity for 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.

Preferred Skills

• Any Graduate education level.

Key Skills

Education

Any Graduate