Service Desk Manager
Responsible for ensuring high quality, consistent technical customer support, and ensuring technical support service levels are being met. Implement and maintain procedures and best practices to ensure high customer satisfaction and positive support. Responsible for development and updating of SLAs, KPIs and success metrics.
6 years’ experience within Information Technology required
2 years’ experience leading help desk or service desk operations preferred
Ability to add process and best practices to environment
Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
Able to effectively communicate orally (in person and by telephone) and in writing.
Able to multi-task, yet maintain close attention to detail and timeliness of work production.