zoho_recruit
Service Desk & Support Manager
Minfy
Hubballi, IND
Full-time
Senior · 5+ years experience
Onsite
Discovered 3 weeks ago
Free
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- Manage service desk team members and understand overall service desk objectives, as well as the role and function of each team member.
- Manage the dispatch process of service requests to ensure full utilization of resources.
- Manage the team's development by ensuring that daily tasks and activities align with their career interests.
- Assist the service desk team in design and development tasks.
- Improve usage of Support resources and increase the productivity of the team.
- Conduct performance evaluations and mentor those with less experience.
- Develop training programs to develop and refine the skills of the service desk team.
- Facilitate regular service desk team meetings and service board reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status of delivering Service Level Agreements across all clients.
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
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