Responsible for directly managing a team of employees responsible for receiving and tracking incidents and ensuring incidents are optimally allocated according to schedules and fully utilized. The IT Service Desk Director will also ensure team members are trained and mentored to ensure maximum team performance.
SUPERVISES : Support Analysts and Support Specialists
MAJOR RESPONSIBILITIES :
Work closely with the IT Service Desk team and take responsibility for the proactive management of incidents, events and problems by monitoring key components so that failures are detected early and the resolution process can be initiated. Ensure incidents are resolved within required timeframes.
Serve as the team manager and subject matter expert for Support Analysts & Specialists ensuring that incidents, events, and problems are fully resolved by leveraging the team and partnering with appropriate resources. Assign and delegate projects to team members. Communicate status updates to client. Serve as an escalation point for issues related to the Windows Desktop Environment, Microsoft Office applications, and other client software issues.
Create and maintain documentation for application deployment/packaging, administrative procedures, deployment/imaging architecture, and troubleshooting client issues.
Communicate with a team that includes engineers, developers and quality assurance testers in order to coordinate and document support requirements for application development and testing.
Coordinate work with software engineers and developers to define product support requirements for Farm Credit Mid-America hardware/infrastructure.
Provide excellent customer service.
Analyze and identify trends in issue reporting and devise prevention solutions.
Ensure quarterly and annual performance reviews are completed and add value to the overall development of the team.
Build a qualified service desk team through innovative hiring, training and development techniques, and effective performance management
Facilitate regular team and individual meetings on a regular and as needed basis.
Recommend changes to policies and establishes procedures. Set and align personal or group goals with established business objectives.
Performs staff scheduling to ensure help desk coverage during normal business hours and on-call support as required.
Education and Experience
Bachelor's degree in computer science, business or related field; 5 years related experience in call center and at least 2 years supervisory/management experience as a call center manager and/or call center trainer; or equivalent combination of education and experience.
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