Help Desk and Service Desk Lead

Roles & Responsibilities:


o Review status of open tickets daily to ensure that internal and external service level agreements are met with clients; assign and/or escalate tickets as appropriate to help desk and engineering team.


o Provide weekly reporting to management on client ticket status; highlight to management clients that may be at risk because of failing to meet service level agreements.


o Review tickets to look for trends in customer requests; if trends are observed bring to the attention of team and customer to determine course of action.


o Review and perform audits on agent calls.


o Work with Project Managers to ensure the team is performing as expected in alignment with project goals and statements of work.


o Ensure the team is trained for new or changing work coming into the Service Desk.


o Manage work activity and tasks associated to specific assigned projects; ensure that tasks are completed, and associated project plans updated.


o Implement monthly assessments and quarterly reviews that assess if each team member is performing to success.


o Direct department activities, projects, and improvement activities to fulfill department and organizational goals.


o Set objectives for department's quality and productivity measures and train subordinate staff to comply with departmental policies, practices, and procedures to accomplish goals effectively and efficiently.


o Establish and consistently maintain an environment that leads to opportunities for team and individual growth, accomplishment, and reward. Perform duties of staff supervision, performance appraisals, departmental decisions, career guidance and other duties as assigned.


o Act as a first line manager for team and floor management.


o Ensure all internal and external SLAs are met for incidents and requests and report on them.


o Ensure ticket quality is meeting SLA and team is coached appropriately.


o Handle customer escalations and ensure customer satisfaction.