| Looking for Service Desk Manager - Remote at Remote, Remote, USA |
| Email: [email protected] |
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From: Satin, Cohesive Technologies [email protected] Reply to: [email protected] Position: Service Desk Manager Rate : $50/hr.on C2C Location: Remote Duration: 6 Months Job Details: This is a service desk architect/engineer plus maybe a junior resource in the space that is also a PM. Someone that has driven changes, done reviews, knows the latest and greatest in the Service desk space. We are looking for an expert and maybe a junior/PM in the Service Desk space to help us with recommendations for improvements on our client and colleague service desk for the following areas: Intake of incidents Process Reporting (that adds value and allows for the proper analysis for improvements) Analysis/Improvement (how to leverage the data to come up with identifying the causes of delays or issues, automation, self help, AI, etc). Also Training for our Client and Tech teams. Other areas include Give inputs on SLAs achieved and client expectations are met and exceeded If there are gaps in Service Level Agreements (SLAs) related to contracted services, provide inputs Validate escalation flows are in place, advise technically on escalations Performance profitable and quality services per. Specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery. Report flash per agreed schedule (or on request), including management and account performance reports Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery Review reports to ensure SLRs are being measured. Reports will include daily/weekly/monthly Service Desk reports Validate and understand how Major incident management team is working with Service desk team. Review and analyze Call Speed to answer, abandon rates, customer satisfaction and dissatisfaction rates, response and resolution times on incidents, resource optimization, shift rostering, utilization and productivity etc. Demonstrated Experience Driven changes, done reviews, knows the latest and greatest in the Service desk space Adept at handling a team comprising L1/L1.5 & L2s team on floor as per needs. An ITIL qualification (ITIL V3 and Edition 4) is preferable Knowledge of using tools like SummitAI or Service Now Work with End User Computing Engineers to identify issues, attend and resolve as per user expectation Knowledge on SLA and KPI Excellent communication skills (written and verbal English) and conference call handling etiquettes. 8 to 10 years previous IT Service Desk experience required with evidence of handling progressive responsibilities through the stints held Minimum Education: Graduate in Engineering or Science. ITIL Foundation or Intermediate certified (preferred). Thanks! Satin Harper Senior Talent Acquisition Partner Phone: (470) 668- 2233 www.cohetech.com Keywords: artificial intelligence information technology Looking for Service Desk Manager - Remote [email protected] |
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| 08:57 PM 07-Jun-24 |