Description

You will lead a team of Process Controllers, Service Desk Experts, and Agents to ensure the delivery of incident and request management meets all service level agreements.

Responsibilities

• Manage the day-to-day delivery of service desk operations and contractual commitments.
• Monitor and manage XLAs, SLAs, and KPIs to ensure all service performance targets are met.
• Lead continuous service improvement initiatives to increase productivity and cost-effectiveness.
• Conduct one-on-one meetings, monthly reviews, and quarterly client reviews.
• Coach, motivate, and appraise staff performance while enforcing company policies and procedures.
• Analyze interaction volumes and trends to request necessary staffing adjustments.

Required Skills

• 3-5 years of experience in a high-volume Service Desk environment.
• 2-4 years of experience in a Service Desk leadership role within Managed Services.
• 3+ years of people and organizational leadership experience.
• Experience managing medium-sized teams of fewer than 20 people.
• Proficiency in SD Operations, Incident Management, and Request Management.
• Strong data analysis, reporting, and presentation skills.
• Proficiency with Microsoft O365, including Word, Excel, PowerPoint, and Teams.
• Experience with workforce scheduling management tools and quality management tools.
• Proven ability to conduct interviews and manage competing priorities.

Preferred Skills

• ITIL Certification.

Key Skills

Education

Any Graduate