Service Desk Manager
Company Name:
Arca24.com
Salary period: Annual
Overview:
The Service Desk Manager will manage a team of Service Desk agents with goals such as maximizing efficiencies, improving customer satisfaction, and coaching/mentoring agents.
Responsibilities:
Responsible for SLA performance and continuous improvements/corrective actions to ensure positive SLA trending. Responsible for KPI performance against targets for: Accounts (based on contract) Agents (based on APM goals) Responsible for Service Desk P&L performance and forecast to pro forma and/or budget. Managing setup, performance and career development of team (interviewing, hiring, training, attendance, coaching, goals, development plans, PIPs and termination of associates). Maximizing agent productivity through process improvements and schedule efficiencies (Real Time and forecast via WFM). Understanding scope of service commitments in SOW, how to manage delivery of these requirements and escalation to senior management if there is a request not in scope or PCR required. Fostering collaboration and team work between managers, accounts and Service Desk sites. Ensuring agents are setup to be successful with appropriate and accessible knowledge tools, processes and monitor the quality of their services.
Qualifications:
Requires the leadership ability to change thinking, or gain acceptance in sensitive situations. Typically has college/relevant work and leadership experience of 5
years.Estimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Overview:
The Service Desk Manager will manage a team of Service Desk agents with goals such as maximizing efficiencies, improving customer satisfaction, and coaching/mentoring agents.
Responsibilities:
Responsible for SLA performance and continuous improvements/corrective actions to ensure positive SLA trending. Responsible for KPI performance against targets for: Accounts (based on contract) Agents (based on APM goals) Responsible for Service Desk P&L performance and forecast to pro forma and/or budget. Managing setup, performance and career development of team (interviewing, hiring, training, attendance, coaching, goals, development plans, PIPs and termination of associates). Maximizing agent productivity through process improvements and schedule efficiencies (Real Time and forecast via WFM). Understanding scope of service commitments in SOW, how to manage delivery of these requirements and escalation to senior management if there is a request not in scope or PCR required. Fostering collaboration and team work between managers, accounts and Service Desk sites. Ensuring agents are setup to be successful with appropriate and accessible knowledge tools, processes and monitor the quality of their services.
Qualifications:
Requires the leadership ability to change thinking, or gain acceptance in sensitive situations. Typically has college/relevant work and leadership experience of 5
years.Estimated Salary: $20 to $28 per hour based on qualifications.
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