Manager 1, Service Desk

The Live Expert Service Desk Manager?s role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by providing the Sr. Manager and Leads with trends to escalate to partner teams.
Responsibilities

Strategy & Planning
? Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
? Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
? Assist in hiring, training, and preparing Service Desks to respond to customer questions and complaints and troubleshoot problems with services or products.
? Prepare yearly staff budget and capacity planning as well as monitor real-time to effectively manage resources to meet SLA?s
? Ability to grow and develop talent within the team

Operational Management
? Manage the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
? Enforce request handling and escalation policies and procedures.
? Monitor and test fixes to ensure problems have been adequately resolved.
? Prepare reports and analyze data to assist management as they determine goals.
? Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
? Oversee the development, implementation, and administration of service desk staff training procedures and policies.

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