What are the responsibilities and job description for the UMC Service Desk Manager position at Test New Server?
Education and Experience
Bachelor’s degree is strongly preferred. Experience in Information Technology may supplement education.
Experience managing a call center or team of technical support analysts is preferred.
Experience with ITIL and LEAN is desired.
Environmental / Working Conditions
Work is contained within a call center environment. Extended periods of sitting and desk work are required.
Interaction with Other Departments and Other Relationships
Employee must be able to successfully handle stressful and high volume situations. All interactions with users and co-workers must always be professional and meet the UMC Standards of Excellence.
Job Description
The Service Desk Manager is responsible for overall leadership and management of the IT Service Desk. Those responsibilities include staffing, customer service quality oversight and improvement, service desk process improvement, mentoring, coaching and training of the service desk analysts. The Service Desk Manager is responsible for quickly identifying related issues and initiating communication to the appropriate team for investigation and issue resolution. The Service Desk Manager reviews reports, metrics and SLA’s to ensure that Incidents and Requests are being prioritized and managed appropriately.
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