Help Desk Manager Needed At Intelliteach, USA

Job Description

The IT User Experience Manager is a key position in the Service Desk dedicated to a specific firm to build and continuously improve the operations to exceed our client expectations while maintaining productivity goals. The positions are responsible for delivering key performance metrics for the assigned team in a 24x7x365 operation.

Duty/ Responsibility

Responsible for the day-to-day performance of assigned teams including but not limited to service level, quality, staffing and resolution rates and respond to any negative performance trends. Provide leadership, coaching and development to an analyst ensuring completion of all activities and that goals and objectives are met. Ensure team provides an excellent costumer experience for all firm users driving first call resolution Drive continuous improvement initiatives within the service desk and firm IT organization Foster the development of others by providing a professional supportive environment of growth Manage and motivate team to deliver quality of service to our clients Responsible for providing daily, weekly and monthly analytics of ticket and other performance trends Accountable for achieving resolution rates, FCR, mean time to resolution Act as liaison to firm client account managers for specific actions and issues as well as client-side manager for Help Desk; liaises with other FtS Follow the Sun client account managers worldwide. Partner with WFM to plan and review staffing needs based on workload requirements. Alert WFM to any staffing issues Act as direct point of contact for assigned firms for day-to-day communication and attend firm meetings when necessary. Implement strategic and tactical initiatives as it relates to assigned teams.  

OTHER DUTIES

Performs other duties as assigned by management Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values. May require weekend and evening/overnight work