Description:
Accomplishes department objectives by managing staff; planning and evaluating department activities.
Key Responsibilities:
- Selects and develops staff to ensure all go-live timelines are met and post-live objectives are being met.
- Maintain accurate and thorough documentation of client environments and support procedures.
- Determine appropriate performance expectations and manage across all staff.
- Drive team to achieve all KPI’s and associated metrics.
- Responsible for directing and executing day-to-day operations including managing escalations associated with client reported incidents, requests & changes.
- Drive customer satisfaction with focus on continuous improvement.
- Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.
- Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.
- Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.
Required Skills
- 1-2 years’ experience in Team Lead, Supervisory or Manager Position within an end user support desk.
- Strong analytical and diagnostic abilities.
- Capability to understand and motivate staff to develop capabilities.
- Ability to quickly adapt to advancing technologies and processes.
- Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.
- Must be able to establish strong relationships and collaborate across internal teams and clients.
- Calm under pressure and able to manage major incidents.
- Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.
- Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.
- Understanding of remote software packaging and distribution