JOB SUMMARY
The purpose of this position is to ensure PODS end-users maintain productivity in the operation of computer technology by leading, motivating, coaching, and monitoring the performance of a team of Service Desk Analysts. The Service Desk Manager will ensure their team and shift is scheduled to provide adequate Analysts for quality service. The Manager is accountable for the daily administration of Service Desk operations thereby ensuring Service Level Objectives (SLOs) are met or exceeded. He/she monitors the direct supervision of Analysts including performance appraisals, workload, scheduling, task completion, and is also responsible for fostering a positive team environment. Lastly, Service Desk Manager is accountable for all the audio and video components of the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Supervising the Service Desk overall performance. This will include daily monitoring of agreed upon service levels, making sure that all customer issues are resolved within satisfaction.
- Scheduling of staff to ensure adequate coverage at all times in order to meet the department service goals; approves requests for time off and manages schedules for coverage of absences and recommends staffing adjustments as necessary
- Supervises the team to ensure Service Levels are achieved or exceeded
- Monitors escalated ticket problems to ensure customer satisfaction
- Monitors customer service calls to ensure customer satisfaction goals are achieved
- Monitoring of customer service response (CSR) calls to make certain proper procedures and policies are followed, ensuring that we provide quality support to our customers.
- Make sure that any issues that cannot be resolved by the CSR are escalated to the appropriate group, and take responsibility for learning what steps needed to be taken in order to resolve the issue, thereby increasing the overall Department's knowledge of troubleshooting.
- Works with the Service Desk and Trainer to develops and delivers technical and process related training modules
- Acts as a procedural resource for the team
- Updates the training program and manual as new technical requirements are identified
- Ensures that Service Desk Analysts complete the minimum training curriculum to be placed in additional support queues.
- Provide supplemental training and mentors Service Desk Analysts to perform their assigned functions
- Conducts employee appraisals, highlighting areas of achievement and areas for development
- Works with Analysts to develop individual goals
- Implements Rewards and Recognition programs
- Provide ongoing mentoring and development to new customer service representatives according to an assigned training schedule.
- Responsible for the evaluation and selection of new hires Ensures that each new Analyst successfully completes the minimum training curriculum and records the Analyst progress using the training checklist
- Developing performance reviews for Customer Service Representatives
- Be the communication point for ITC to customers on all Services
- Promote effective organization, communication and professionalism, both within and outside the Customer Support Department.
- Communicate ideas of improvement to Service Desk staff, Escalation Partners and management
- Ensures a positive and professional relationship with the client by complying with client policies and procedures
- Reports the performance level of all team members to CIO
- Communicate any outstanding and/or critical issues, including customer concerns, immediately. Communicate with and address issues from customers requesting to speak with a supervisor.
- Frequent contact with the CIO for coaching, development, goal setting, monitoring of progress and problem-resolution.
- Develops and maintains Service Desk relationships with the customer and Escalation Partner so to ensure an excellent customer service environment and improve Service Level performance.
- Responsible for identifying continuous process improvements and trends. Key driver for quality actions plans and process improvement opportunities.
- Develops and implements policies and procedures to improve efficiencies and customer satisfaction
- Participates in the negotiation of Service Level Agreements
- Identifies problem areas which require correction to the CIO
