ServiceDesk Tier I Lead
Engineering Mentor
ServiceDesk Tier I Lead
Unknown
- Remote
Negotiable
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Responsibilities• Monitor and distribute incoming tickets to ServiceDesk Agents • Identify and assign priorities to incoming tickets • Ensure customer service is timely and accurate based on KPIs and SLAs • Maintain quality KPIs on a healthy level, conduct actions when negative trends are detected • Train and support ServiceDesk Tier I agents • Monitor Aged tickets and SLA violated tickets • Develop daily, weekly and monthly reports on ServiceDesk team's productivity • Analyze data on ticket trends, performance, and business metrics • Become expert in our ticketing system and competent at training and developing others in the ticketing system • Other tasks as required, which may include afterhours / on-call duties • Supporting a team of help desk technicians • Communicating with clients and providing in-person and phone support, if required • Troubleshooting and resolving technical issues • Managing escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II, Tier III and level 2 support IT groups • Making recommendations to improve operational efficiency • Continuation managing existing services (OnBoarding, OffBoarding, Chat Support Appointments…) • Lead and mentor the ServiceDesk Tier I team, fostering a culture of continuous improvement and excellence • Develop and implement best practices and standard operating procedures for the ServiceDesk • Collaborate with other IT teams to streamline processes and enhance overall service delivery • Conduct regular performance evaluations and provide constructive feedback to team members • Participate in project planning and implementation related to ServiceDesk improvements Essential Knowledge, Skills, and Qualifications:• Minimum eight years of IT support experience, including 3 to 5 years in HelpDesk or Call Center management and at least four years leading teams.