Service Desk Manager

Company Name:
Willis
Service Desk Manager - Key Duties and Responsibilities:
Location: Nashville
Management Responsibilities
Daily management of 10 - 15 Associates who trouble shoot technical issues and perform request fulfillment
Responsible for adherence to both company and department behavioral standards
Verification and approval of time sheets
Ensure staffing levels are adequate to meet production volumes
Manage the full employment life-cycle of Service Desk staff to including - hiring, coaching, developing, disciplinary actions as needed and terminations
Manage the annual compensation and incentive process and conduct semi-annual and annual performance appraisals, career development plans, and personal improvement plans.
Facilitate and lead team meetings
Ensure Service Desk staff receive consistent training and development by utilizing both formal (Willis Academy) and informal training programs
Conduct periodic reviews of incoming calls to ensure adherence to customer service standards
Technical Responsibilities
Manage the Service Desk team to ensure both individual and team performance metrics are consistently met or exceeded
Monitor Key Performance indicators to include:
Phone Call Effectiveness - ASF and TSF
First Time Fix Resolution Rates
Satisfaction Survey standards
Service Level Agreements
Oversee all Service Desk activities, respond to technical and service performance escalations
Establish a consistent level of service in terms of both Customer Service and Technical competencies by the development and maintenance of robust Service Desk processes, procedures and knowledge base articles
Ensure all Service
tickets
are maintained in appropriate work queues and completed within established SLA, with a high degree of accuracy and efficiency
Manage Service Desk team and
executive
reporting
Qualification / Requirements
Bachelor's degree in
computer
Science or related discipline with 3 - 5 years work experience managing an IT Service Desk or Help Desk
Understanding of ITIL principles (ITIL Foundations Certification a plus)
Proven experience managing 10 - 15 IT Service Desk or Help Desk Team
(8:00-5:00) Monday - Friday
Exceptional communication skills both oral and written
Ability to interact at all levels of the organization
Proven technical trouble shooting and diagnostic skills
Demonstrated leadership ability in a fast paced dynamic environment
Intermediate competency in Microsoft Office products

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