Job Description
End Client (if different from Account)
Duration
6
Duration Unit
Month(s)
Req Description
Description
The IT Service Desk Manager is responsible for the day to day management and quality of incidents and activities that are required to be completed by the Service Desk Team. Call Center management is a large deliverable in this role. An excellent call center manager must be an organized, reliable and results-driven
professional. They must have a practical mind to solve problems on the spot to make the necessary adjustments to ensure services are delivered within the agreed SLA’s.
Enterprise Req Skills
Help desk,Service desk,Troubleshooting,Windows 10,Office 365,Windows,Call center environment
Job Title
service desk manager
Top Skills Details
1. 2-3 years of experience managing a large service desk team- will be 18 service desk agents to oversee
2. Customer service and metrics driven
3. Cultural fit and technical experience preferred
Worksite Address
Charlotte,North Carolina,United States,28278-7702
Additional Information
Drug Test Required
true
Experience Level
Expert Level
EVP
This company is extremely profitable and will continue to be around as the leader of the pest control industry. Our Currents/IAs said the environment is great; everyone is very helpful & laid back. They do a lot of inner office celebrations for holidays. Also if you show an initiative that you want to do more they try to incorporate you onto different teams. Sharmaine, our current lead, loves the flexibility the company gives and will fly down from PA to help train all of our candidates the week of the 12th.
Work Environment
2x 15 minute breaks
1 hour lunch break
Additional Skills Tags
Additional Skills & Qualifications
Monitors service capacity and initiates actions to resolve any shortfalls according to agreed procedures. Maintains and improves call center operations by monitoring team performance, and identifying and resolving problems quickly, applying techniques to control the demand upon a particular resource or team.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends, then reports that information (Call / Ticket volumes, Calls per agent, Ticket data quality, SLA breaches, etc.) up to IT Service Center Leadership.
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