Information Technology Service Desk Manager

• Act as the main point of contact for in scope accounts
• Oversee the delivery and achievement of one or many accounts as per contractual agreements
• Manage performance of Level 1 & Level 2 services ensuring service levels are achieved and customer expectations are met or exceeded.
• Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards;
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan)
• Upholds company policies as it relates to the program, department, or an operating unit and drives for adherence to such policies. Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism
• Lead Weekly and monthly operational meetings with Clients
• Deliver the Monthly Operation review deck along with CSMs and participate in QBRs
• Engage with Resolver groups (external and internal) and lead process improvement by connecting both teams
• Communicate any and all issues related to Service Desk delivery
• Work with Client Service Managers to provide feedback back to the client of any changes or updates
• Ensure Scheduling, forecasting and headcount analysis are requested and refreshed monthly, quarterly or prior when needed
• Audit Adherence and punctuality to ensure compliance
• Reduce Overtime hours to keep cost at minimum
• Conduct a minimum of 4 coaching session per month with direct reports and ensure Team managers are performing regular coaching sessions with team members
• Increase Staff productivity/Occupancy
• Ensure Service desk reports are submitted to CSMs or billing admins for billing purposes
• Respond to Client Escalations and work with SD Manager on creating an Action plan for Service improvement
• Ensure BCPs are in place for all client is scope
• Work with WFM manager on Demand forecast by scaling resources up and Down
• Engage with transition from an early stage and provide Sign off upon transition completion
• Collaborate with Sales and solutions team to respond to RFPs
• Ensure BCPs are in place for all client is scope
• Perform other duties and responsibilities, as assigned.

People Management

• Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.
• Provide direction and guidance for employees in the operating unit in accordance with the organization's policies and procedures.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed
• Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development. Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.
• Ensures that proper action is taken for non-performers as well as those with documented infractions against company policies. Provides coaching and mentoring to associates and team Captains who do not meet their metrics, and carries-out the appropriate disciplinary actions.
• Spearheads the design and implementation of appropriate incentive schemes in order to drive performance.
• Ensures the objective performance ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments.
• Provides opportunities for immediate coaching for staff and Team leaders who fall below the program/s’ standards and drives for improved performance.
• Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.
• Ensures that all Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with the program and/or business unit.
• Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
• Liaisons with upper Management and the Client regarding the program/s’ performance
• Analyzes the necessary information (eg. top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.