Service Desk Team Lead
hace 2 semanas
Job Summary
The Service Desk Team Lead will provide professional business and information technology services, both individually and as part of a project team, with a focus on supporting Auxis managed services and infrastructure services clients to ensure high levels of customer satisfaction and productivity. The SDTL should handle critical customer incidents, associated with customer communication, activities, and any appropriate escalations; providing information about incidents analysis and KPIs to the Service Desk Manager (SDM). The SDTL must build service relationships with customers and assist the SDM in conducting service reviews for key customers when requested. The SDTL’s main role is to coach, train, and supervise a team of Service Desk Analysts, guided by the SDM, to provide customers with the best service and experience possible. In addition, the SDTL will be responsible for directly providing support to customers and serving as the Level 2 resource for escalation of customer issues. The SDTL must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
Responsibilities
- Assist SDM to measure, monitor, and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis service.
- Promote that practices and processes exist and when it is possible, are standardized and repeatable.
- Help the SDM identify and implement improvements to the Service Desk incident logging system to provide a more effective and efficient service to customers.
- Contribute to the success of the business and assist in improving the overall customer experience within the team.
- Meet goals and KPIs as set by the Service Desk Manager (SDM).
- Work with SDM to interview and train all Auxis new Service Desk Analyst personnel.
- Assist SDM with performance issues to ensure high visibility of team performance, service level compliance, and early identification of issues.
- Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.
- Provide feedback to SDM and Service Desk Analysts to improve work performance and customer satisfaction.
- Assist in establishing effective staff retention and team building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus, and incentive programs.
- Lead, mentor, and recommend appropriate training for Service Desk Analysts.
Service Desk Operations
- Assist SDM in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
- Assist SDM to establish service delivery schedules and manage staff utilization to ensure service level compliance and operational profitability.
- Safeguard company assets.
- Create practice methodologies, tools, and deliverables that represent high value-add repeatable solutions resulting in annuity business.
- Directly handle the most complicated customer inquiries or complaints before escalating to SDM.
- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
Skills And Experience
- Education to degree level, preferably in Systems/Computer Engineering, Bachelors preferred.
- At least 3 years’ experience as a Service Desk Level 2 Analyst (within or outside the Company).
- A minimum of 1 year of experience coaching or leading small teams.
- English Language Level C1+.
- A genuine interest in working with and helping customers.
- Experience in a 24x7x365 operation.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment.
- Good presentation and a polite, tactful, and friendly character.
- Good telephone manner.
- Experience in handling escalated concerns that fall outside the responsibilities of a service desk analyst.
- The ability to handle complaints and difficult situations in a patient, calm, and effective way.
- Excellent problem-solving and communication skills.
- Focus on working with KPIs and service levels, and in achieving high operational performance with a continuous improvement mindset.
- Strong communication skills, including both oral and written, in English and Spanish.
- Excellent interpersonal and analytical skills.
- Planning, organization, and management of the work.
- US Tourist Valid Visa for potential travel to US as required (cross training, operations, and/or project work).
- Resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
- Resource will be available “on call” in accordance with the following schedule: Approximately one week of every month, the Resource will be on-call as per Auxis ITS rotation schedule. The rotation starts on Monday and finishes on the following Monday at the same time.
- Additionally, on the following week, the Resource will be available as the backup to primary on-call resource.
- Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
- The following certifications must be held or obtained, once joining the organization, within the first year of employment, one of them to be completed within six months of employment: ITIL Foundations v3.
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