• Responsible for the day-to-day supervision of our IT Service Desk Team including work and attendance monitoring, and ensuring that all requests for service through telephone, email and face-to-face are in accordance with our client's KPI and organization's policy.
• Effectively coach and provide feedback to direct reports on their performance on a regular basis to ensure KPI/SLAs are achieved and must be able to identify coaching opportunities.
• Responsible in ensuring the completion Service Desk analyst training across all services.
• Ensure resolution and Quality rates are in line with client and business demands.
• Responsible for knowledge summary and documentation
• Leads, directs, and coordinates cross functional incident response teams' severity/high impact issues, including business continuity events.
• Provides analysis and leads internal support efforts designed to improve and update department processes and procedures related to incident response situational leadership.
• Maintains effective working relationships with corporate partners and business unit contacts for IT Support to deliver effective situational leadership and consistent quality service.
• Resolves escalated issues arising from operations and requiring coordination with other departments.
• Maintain ownership of user's issue and service ensuring that they receive resolution within reasonable time frame.
• Communicates expectations to employees, provides updates, and conducts team meetings (huddles and triage sessions) to ensure that shared processes are aligned with our client's KPI and organization's policy.
• Must be able to delegate tasks to team members to maximize their potential.
• Report the overall performance of your team and suggest possible areas of improvement.
• Prepares reports on top and bottom performers and cross-checks this with the overall KPI /SLA set by our client.
• Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.
• Facilitates interviews and supports the hiring process.
• Monitor attendance and concerns of all team members, coordinating closely with the HR Team for disciplinary cases.
• Meet and exceeds KPI targets set by the client.
• Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with superiors and co-workers.