Service Desk Lead

Job description / Role

• Ensure that the Helpdesk team is ready to take calls during scheduled hours of operation and the Helpdesk has appropriate coverage to provide exceptional service to our fellow associates.
• Manage client SLAs and set standards that exceed customer expectations
• Plan, prioritize and schedule help desk activities to ensure continuity of service to the client
• Exercises judgment and assumes responsibility for decisions, consequences, and results impacting clients, costs, and/or quality of service
• Respond to complex, escalated inquiries from team members
• Lead, direct, evaluate and develop help desk staff to ensure that clients receive competent and timely service
• Monitor the training, developing, and education of employees
• Evaluate help desk systems and processes for efficiencies and recommend improvements
• Produce appropriate reports on Helpdesk statistics and weekly performance reports and monitor client engagement and technology services