What success looks like in this role:
Supervising employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider.
Supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client-customized enterprise business applications (i.e., Workday), or similar areas.
Guide and support the Service Desk team dealing with incidents, service requests, and advice, ensuring correct prioritization of incidents and service requests based on impact to users to ensure agreed targets and service levels are met and appropriate quality standards achieved.
Oversee servicing of a range of equipment from workstations to servers to networks.
Oversee critical production events, targeting and managing trend analysis and metrics reporting.
Perform administrative management of technical support and queue management.
Recommend changes or improvements with the department and work with other management
... Click here to view more detail / apply for Service Desk Team Lead
