Promote the atmosphere and culture of GSD - getting stuff done!
Motivate lead and direct staff towards reaching common company /departmental goals.
Focus on continuous improvement and development of staff to ensure technical and customer service excellence.
Communicate in a timely manner with customers, staff and peers.
Develop, manage, measure and report on key department SLA's and operational KPI's.
Act as a change agent to implement and manage quality improvement processes.
Manage resources effectively against current and trending ticket volume.
Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.
Lead incident, change and problem management activities for the 24x7 support organization.
Provide support, guidance and continuous improvement solutions related to severity notifications including communication, bridge activities, etc.
Leverage Service Desk best practices and process frameworks to drive continual improvement.
Develop and implement quality monitoring function include 360 feedback for both agent level as well as training opportunities.
Revamp and formalize structured new hire training as well as refresher training based on quality monitoring results.
Review and make recommendations on knowledge management system/content to ensure service desk agents correct information to resolve issues.
Serve as Service Desk SME collaborating with Project Management and/or Business Relationship Managers' for various projects/new business.
Provide status updates on project planning and project timelines.