The Service Desk Project Lead is responsible for the ongoing expansion and professionalization of the service desk. He motivates and supports the service desk operatives, ensuring that calls are dealt with promptly to the satisfaction of end-users.
Ensures optimum accessibility of the Service Desk based on SLAs with customers.
Ensures that problems and solutions are properly recorded and determines priorities in the handling of incoming calls.
Has responsibility for day-to-day management of the Service Desk team and for appropriate capacity planning.
Coaches and supports service desk operatives, assesses and records their performance and supports them in their personal professionalization.
Manages staff on the basis of performance reports and observed problem areas. Manages and improves processes, work instructions and tooling on the Service Desk, organizes and supervises improvement projects and contributes ideas for further professionalization of the organization.
Skills/Knowledge and experience:
Strong communication skill - written and verbal with extensive experience in interacting with US Customers
Strong work experience with Incident management, Change management and Problem Management.
Coaching and building a strong operational team of associates.
Ensure compliance with and improvement of support processes
Excellent interpersonal skills, ability to work with diverse personality types
Proven ability to work independently with limited supervision
Focus on innovation and continuous improvement with good track record of innovative contributions.