Manages a service desk team, overseeing workload, priorities, service levels, customer inquiries, escalations, training, performance meetings, and procedure documentation. The role ensures prompt, professional, high-quality customer support while maintaining effective team operations and addressing employee development needs.
The Support Desk Manager is responsible for overseeing a team of service desk agents and analysts, ensuring that high-quality support is provided to our customers. They are be responsible for managing the team's workload, setting priorities, and ensuring that service levels are met.
Responsibilities
The Support Desk Manager plays a critical role in delivering a flawless customer experience by monitoring the duties of the service desk team members and securing prompt attendence to client inquires.
Responsibilities:
- Manage the team's workload and ensure timely delivery of service
- Monitor service desk team members' duties to ensure prompt attendance to client inquiries
- Address training needs and develop training plans for team members
- Conduct team meetings to review performance, discuss issues and provide guidance
- Manage customer escalations and ensure they're handled professionally
- Keep service desk procedures documented and up-to-date
Qualifications
Key qualifications required to succeed as the team leader of a service desk:
- Showcase good interpersonal skills for customer relations
- Ability to work under pressure
- Must have good leadership skills
- Must be knowledgeable about service desk system and IT tools
- Must have good judgment in handling serious customer problems.
If you meet these requirements and are interested in this exciting opportunity, please submit your application with your resume and cover letter.
InVision Boston, Massachusetts, USA Office
Boston, United States
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