Requirements
- Minimum of three (3 years of service desk experience with a minimum of two (2) years of related leadership experience.
- Demonstrated progressive experience in the supervision of a technical support team.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- Proven analytical and problem solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Exceptional written and oral communication skills.
Independent action(s) required:
- Development of relationships with key stakeholders and end users throughout client.
- Negotiation, management and monitoring of Service Level Agreements.
- Production of enterprise metrics related to service delivery, support, and customer satisfaction
- Manages projects, assesses workload and assigns appropriate resources.
Education/training REQUIRED:
- Associate’s Degree in Computer Information Systems, or related field from an accredited program or equivalent combination of related education and experience.