Responsibilities:
Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
Oversee the day-to-day operation of your assigned team and ensure that department goals, such as service level, quality, and staffing, are met. Adjust schedules as needed to meet Service Level Agreements.
Continuously check for accuracy of results.
Drive a culture of continuous improvements, new approaches, and personal excellence.
Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their client.
Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
Develop and audit quality assurance strategies to ensure the delivery of world class service.
Interview candidates for new positions.
Ensure personnel issues are dealt within a timely manner, including disciplinary actions.
Take escalated issues from customers.
Applies understanding and knowledge of information systems products and services to assist users.
All other duties as assigned.
Additional Qualifications:
2 – 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
1 - 2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience
1 - 2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
Outcome oriented with a commitment to achieving personal, client and company goals.
Ability to work in a fast paced environment and maintain focus on key priorities.
Strong understanding of the call center environment and the key levers to enhance performance.
Must be able to work independently.
Must be able to work a flexible schedule to accommodate DR situations during off hours.
Strong interpersonal skills.
Strong Leadership skills.
Disaster Recovery (DR) experience is a plus.
Strong customer service skills.
Ability to understand and follow oral and written instructions
Strong English (verbal and written) skills.