1. Coordinate Personnel Activity
a. Perform scheduling of Service Desk Technicians, including approving vacation requests and obtaining coverage for open shifts and holidays. Including on-site personnel if applicable.
b. Perform hiring and termination process when needed with management approval.
c. Perform performance evaluation and disciplinary processes.
d. Coordinate new employee training schedule and assign final work schedule.
e. Monitor MSC technician and on-site analyst performance.
f. Facilitate additional training needed.
g. Provide back-up support for department manager in their absence.
h. Provide support during off-hours for personnel related issues.
2. Service Delivery
a. Respond to routine incoming customer/client written and telephone contacts.
b. Perform ticket handling tasks as required to ensure excellent service delivery
c. Quality Assurance
d. Monitor ACD to ensure proper coverage to meet client specific SLA metrics.
e. Make adjustments to MSC Technician ACD skill sets when needed and schedule training for the technician to support it.
f. Liaison to Project Managers to ensure proper staff assignment and work flow.
g. Work with other Service Delivery Leaders to identify support gaps and/or needs.
h. Provide backup client support during off-hours in emergency situations.
a. Compile and submit Monthly Report Card report to management
b. Initiate and coordinate team meetings as needed.
c. Communicate all on-going personnel status to MSC Manager.
d. Communicate all on-going service delivery issues to MSC Manager.
e. Assist department manager in formulating management reports by providing pertinent information.
f. Schedule, attend, conduct and document monthly client status meetings.
g. Compile and review client reports at monthly client status meetings.
4. Process Improvement
a. Work with other Service Delivery Leaders to develop and maintain on-going departmental processes and procedures.
b. Lead process improvement projects/teams.
Distributed Systems Services, Inc. - 9 months ago