Job Description & Requirements
- Serve as the primary point of contact for escalated service recovery issues and complex problem resolution.
- Develop and maintain SOPs and documentation.
- Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of support services with overall IT strategies and initiatives.
- Monitor and report on Service Level Agreement related to desktop support service levels, team productivity, and customer satisfaction.
- Conduct regular team meetings to communicate updates, provide training and knowledge sharing, and foster a positive team culture.
- Participate in hiring and onboarding activities, including conducting interviews, and training new team members.
- Evaluate team members' performance, provide feedback, and support their professional development through coaching and training opportunities.
- Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.
- Identify and evaluate processes or technological options for improving operations and customer experience and conduct needs assessments.
- Align processes across all projects in the department.
- Centralized governance based on best practices to influence and drive change across all operational stakeholders within the department.
- Develop a delivery framework for end-to-end process improvements based on standard practices within contractual timeframes.
- Generate actionable insights through data allowing for service improvement and operational efficiency.
- Drive operational excellence to meet contractual service obligations and exceed customer expectations through implementing service improvement plans and training.
- Perform change management initiatives by engaging multiple stakeholders, understanding operational requirements, and achieve operational objectives.
- Plan and co lead in real time management to ensure optimal support to customers.
- Negotiation skills and clear articulation when dealing with internal and external stakeholders and timely execution of improvement initiatives.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback and corrective action plan.
