Help Desk Manager
San Francisco Bay Area, US - Internet
LinkedIn is seeking a IT Manager who would support our innovative and rapidly growing environment where challenging and interesting work is a part of daily life. The goal of this position is to provide first class service and support to a rapidly growing user community of 5,000+ employees located in 25+ offices. They must also be very organized, possess a strong sense of urgency (and energy!), and have a proven record of results in supervising a Help Desk team.
Responsibilities Include:
• Manage a tiered support structure that operationally runs a shift left strategy
• Identify, research and resolve complex technical problems
• Develops and maintains policies, procedures, and standards
• Manage the team’s ticket queue to ensure service level targets are met
• Document, track and monitor problems to ensure resolution in a timely manner
• Participates in the development of operational level agreements (OLAs) and ongoing management of service level compliance
• Resolves daily issues of a complex scope that impact the team and overall business objectives
• Develops a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
• Ensures that systems, processes and methodologies are followed for effective monitoring, control and support of outstanding customer service
• Responsible for performance management and the enhancement of a culture and work environment that attracts, trains, retains and motivates an extremely high caliber team of professionals.
No salary provided
Posted January 29, 2015 at 01:51PM from LinkedIn http://ift.tt/1vawjPE
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