Job description
Job Description:
LOB Job Description:
Please note this shift is days and will work Monday, Tuesday, Wednesday, Saturday and Sunday. Days off will be Thursday and Friday.
- -Lead and support a team of 15-22 Employees/Contractors
- -Manage the performance of associates including but not limited to service level adherence, quality assurance, incident quality and point of call resolution.
- -Motivating, coaching, and developing associates to achieve optimal performance results.
- -Performance Management
- -Responsible for approving timekeeping, and ensuring all administrative functions are completed by due dates.
- -Address Human Resource Issues
- -Service Level Management
- -Outage Management
- -Manager Escalations
Detail oriented and ensure all issues/ are recorded and acted upon.
- -Must have at least 3-5 years managing a team of individuals
- -Must be creative, and be able to motivate, coach and lead others
- -Excellent written, verbal, communication skills.
- -Address analyst’s performance issues.
- -Must be able to make difficult decisions to ensure the integrity of the environment
- -Accountable for any work/or targets set forth by the Service Desk.
- -Ability to multitask and maintain focus on all areas of responsibility concurrently.
- -Workforce Management processes, abilities, limitations, and requirements
- -Above average ability in Excel (formatting, formulas, macros, pivot tables, etc.).
- -Must have good understanding of the clients, technology and processes supported within SD environment.
- -Must be proficient in workstation support as well as other technologies, platforms, and regions
- -Basic knowledge of eSmart reporting system, and ITSM/Remedy ticketing system.
- -Ability to compile, analyze, interpret and present complex data.
- -Ability to think analytically, conceptually and strategically
Desired Skills:
- -Must be flexible and adapt quickly to change
- -Must be proficient in Service Desk Operations to effectively coach your team.
- -Strong technical acumen
- -Strong knowledge of Windows based environment/support
- -Proficient in Excel
- -Proven ability to coach and motivate others
- -Ability to work in fast paced environment
- -Excellent written and oral communication skills
- -Ability to assess and prioritize work
- -Work in a Team environment
- -Identify and implement process improvement
Job Band:
H5Shift:
1st shift (United States of America)Hours Per Week:
40Weekly Schedule:
Referral Bonus Amount:
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