Servicedesk Manager Jobs

Role: ServiceDesk Manager

Location: Remote

Full Time

Job Responsibilities:

Team Leadership and Performance Management

· Manage team of 10-15 Service Desk Agents

· Monitor phone queue activities and manage agent skills to ensure satisfactory phone coverage.

· Schedule call taking personnel via WFM and manage agent time off requests.

· Identify trends/issues with calls if there is increased call volume and take proactive action (e.g., adjust team schedule, offer overtime, call agents in to assist with call volume)

· Run Daily agent Statistics report and manage employee utilization.

· Inform the team of any known issues or outages.

· Post broadcast messages for unique events /confirmed issues to improve incoming call volume management.

· Run Daily Case Follow Up reports and ensure all open cases are updated.

· Commend agents for accomplishment.

Required Skills:

· Results driven.

· Medium-High analytical skills

· Ability to meet deadlines and targets.

· Clear communication in English, both verbal and written

· Superior customer service skills

· Strong interpersonal skills

· Ability to lead a team.

· Decision making abilities.

· Continuous improvement mentality

· Adaptable to change.

· Ability to work in a fast pace, high pressure technical work environment through usage of multiple leading-edge tools.

· This position requires a high level of dependability- to be eligible, internal applicants must have no more than 5 attendance points on their record.

· Internal applicants must also be working at an agent level or above.

Required Experience:

· Strong Customer support experience

· Excellent communication skills (verbal and written) to work effectively in a matrixed environment.