About this role
Responsibilities
Read and understand statement of work for assigned account(s) and ensure support team adherence to contracted service support.SLA performance & attainment.Primary interface for area management.Primary interface for customer.Customer satisfaction as it relates to operations.Continuous improvement (always looking for new and improved ways to get the job done).Process documentation and adherence.Training supervisors and process analyst.Coaching and mentoring supervisors and process analysts.Performance management for supervisors and process analysts.Performance management for non-exempt employees.Volume forecasting and staffing.Cost to budget performance.
2-4 years’ experience in helpdesk services or deskside supportHigh School gradExpert understanding of the MS Suite with a focus on MS ExcelAbility to document processes and proceduresExcellent communications skillsCoaching and mentoring skills All your information will be kept confidential according to EEO guidelines.