Monitor and manage service support team performance by ensuring objectives are clearly understood
Can resolve application / IT issues through troubleshooting with minimal disturbance
Develop and maintain effective documentation of all support processes, procedures and work instructions.
Creating team goals that are in line with overall strategies
Identify trends and recurring case patterns, identify solutions and make recommendations.
Address any performance or team issues
Leading the team to ensure the effective resolution of customer service requests, incidents, calls and interactions whilst always maintaining a high level of customer satisfaction.
Ensure that daily, weekly, and monthly statistics, status reports, and graphical reports are completed and provided to the Manager.
Be the point of escalation - you will be also be a coach and mentor to the support team.
Take customer service and sales calls as needed
Monitoring ticket queues
Run and send reports
Global support for End Users systems and applications
Assist in coordinating Service desk Team and Productivity engineering teams to support End user
Handling IT Service Desk Operations process and Documentation
Solid working knowledge and hands-on experience with Windows, Mac OS, Hardware
Solid working knowledge and hands-on experience with Outlook, O365, AD,Exchange, IT process
Experienced and proficient with troubleshooting techniques and problem
Solving in a 24x7x365 production environment
Willing to work in shifts including night & weekends
Minimum of 4 years experience as a previous experience in a Help desk Manager or Service Desk leadership role
Must have a technology and service desk background
Be truly customer service and people focused
Experience in process improvement, facilitating change and creating new ideas to improve the service desk
Enterprise experience, ideally some global experience
Excellent communication and presentation skills
A collaborative approach to work
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - Application Programming, Maintenance
Role Category:Programming & Design
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Cynosure Corporate Solutions
Executive Search | Recruitment | Staffing services | Training | HR aligned services.
Contact Company:Cynosure Corporate Solutions