Service Desk Manager

Job Description

End Client (if different from Account)

Duration

6

Duration Unit

Month(s)

Req Description

Description

The IT Service Desk Manager is responsible for the day to day management and quality of incidents and activities that are required to be completed by the Service Desk Team. Call Center management is a large deliverable in this role. An excellent call center manager must be an organized, reliable and results-driven

professional. They must have a practical mind to solve problems on the spot to make the necessary adjustments to ensure services are delivered within the agreed SLA’s.

Enterprise Req Skills

Help desk,Service desk,Troubleshooting,Windows 10,Office 365,Windows,Call center environment

Job Title

service desk manager

Top Skills Details

1. 2-3 years of experience managing a large service desk team- will be 18 service desk agents to oversee

2. Customer service and metrics driven

3. Cultural fit and technical experience preferred

Worksite Address

Charlotte,North Carolina,United States,28278-7702

Additional Information

Drug Test Required

true

Experience Level

Expert Level

EVP

This company is extremely profitable and will continue to be around as the leader of the pest control industry. Our Currents/IAs said the environment is great; everyone is very helpful & laid back. They do a lot of inner office celebrations for holidays. Also if you show an initiative that you want to do more they try to incorporate you onto different teams. Sharmaine, our current lead, loves the flexibility the company gives and will fly down from PA to help train all of our candidates the week of the 12th.

Work Environment

2x 15 minute breaks

1 hour lunch break

Dell Servers, Desktops and Laptops

Mobile Devices Android, iOS, and Windows

Call Center is open from 7am-8pm 7 days a week.

Additional Skills Tags

Additional Skills & Qualifications

Monitors service capacity and initiates actions to resolve any shortfalls according to agreed procedures. Maintains and improves call center operations by monitoring team performance, and identifying and resolving problems quickly, applying techniques to control the demand upon a particular resource or team.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends, then reports that information (Call / Ticket volumes, Calls per agent, Ticket data quality, SLA breaches, etc.) up to IT Service Center Leadership.

Manages individuals and groups. Allocates responsibilities and/or packages of work.

Provides support and guidance as required, in line with individuals’ abilities. Motivates the team to achieve SLAs.