Description

• Provide supervision of all desk side personnel assigned to this contract
• Ensure Call Center personnel adhere to all Tier 2 SOPs
• Ensure satisfactory performance of contract task areas
• Train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applications
• Facilitate and collect knowledge about common problems and service requests to boost First Call Resolution (FCR)
• Optimize shifts to meet fluctuations in call volumes
• Ensure staff are trained for all ticket types
• Ensures that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
• Strategically work together with cross-functional teams to provide innovative, customer-focused experiences

• Five (5) or more years managing and leading desk side support teams utilizing ITIL and Agile methodologies
• Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
• Experience leading teams of 25 technicians supporting 5,000 devices across several geographic locations
• Solid experience in supervising technicians striving for 100% SLA compliance
• Extensive knowledge and experience of customer service
• Good interpersonal, Problem-solving, and Time management skills
• Strong management skills to manage resources and day-to-day processes
• Strong attention to detail, organizational skills, and a commitment to quality
• Ability to work independently and collaboratively within cross-functional teams

• Bachelor’s degree in computer science/information systems
• ITIL 4 Certification
• Help Desk Institute (HDI) Certification - Support Center Manager
• ServiceNow certification