About this role
Service Desk Own overall responsibility for the Service Desk processes Represent the Service Desk team in an AmeriHealth-facing role Ensure that staffing and skill levels are maintained throughout operational hours by managing shifts. Manage all Service Desk Agents working in each shift. Serve as an escalation point for difficult or challenging calls. Produce Service Desk statistics and management Reports. Represent Service Desk at AmeriHealth IT operations meetings. Perform briefings to Service Desk staff on changes or deployments that may affect call volumes. Assist Service Desk Agents in handling first line calls when workloads are high, or where additional experience is required.