Assistant / Associate Manager (Help Desk)
An Assistant / Associate Manager is needed for a Summit, NJ client. Responsibilities: Manage incoming requests to Support Services (telephone, e-mail, and web) while ensuring courteous, timely, and effective resolution of end user issues Develop and implement methodologies to improve customer satisfaction and the productivity of staff Develop goals and work plans for staff Manage workforce and scheduling for the Service Desk Teams Knowledge of monitoring Avaya CMS to ensure Service Levels are maintained Resolve daily issues of a complex scope that impact the team and overall business objectives Design and enforce escalation of policies and procedures for call handling and resolving customer issues Standardize operations and coordinate activities, training, documentation, and procedures to ensure efficient and consistent operations Coach, motivate, prioritize, and monitor projects to ensure that all deadlines are met Perform annual performance reviews for the Service Desk Teams Develop and update plans while preparing the support teams on new product/service releases Develop and enhance cooperative interdepartmental and vendor relationships and communications Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support delivered Assist in the professional and technical development of Service Desk technicians and team leaders enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support; preparation and administration of departmental budget and business plans and metrics Manage the creation, distribution and analysis of operational, business and financial reporting Obtain equipment, tools, and space needed to allow team members to adequately support the customers Participate in special projects and performs additional d Skills / Knowledge Required: Must have 3-5 years of supervisory experience in a Service Desk environment Lead by example and be an effective role model (take the lead and actions reflect an appropriate level of independence; demonstrate the ability to initiate and effect change and continuous improvement, and contribute significantly to the on-going development of people Experience in maintaining and supporting applications in a 24X7 production environment Maintain current knowledge of industry trends and potential impact on the support business Must have people management experience in an IT environment Thorough understanding of call center scheduling/work force management Understanding of Erlang C is preferred Good knowledge of Avaya CMS and Telephony Ability to handle complex projects with challenging deadlines and less than optimal work circumstances Ability to think and work independently to resolve business problems within the organization using established processes, procedures and standards Working knowledge of ITIL fundamentals Working knowledge of call center technologies and industry standards Ability to handle multiple projects and timelines simultaneously Ability to resolve problems efficiently and effectively Well versed with MIS Reports data analytic techniques to identify key areas of concern Develop and demonstrate an understanding of customer and business needs Ability to follow policies and procedures; attention to detail Solid technical understanding of all aspects of running a multi-national helpdesk including Microsoft software, active directory, hardware, blackberry, mobile telephone, servers, etc. Conceptual and practical understanding of IT Support fundamentals
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