Direct the EUC/EUS Operations to meet or exceed Service Delivery expectations and ensure stability while facilitating the best possible Client/Service Provider interface between HCL Technologies our Client.• Guide Team Leads to ensure the day to day operations are consistent and successful.• Conduct performance appraisals for direct reports, focusing on areas and improvement and as a part of the performance appraisal, assist with creating a career development plan based on employee… Show more Direct the EUC/EUS Operations to meet or exceed Service Delivery expectations and ensure stability while facilitating the best possible Client/Service Provider interface between HCL Technologies our Client.• Guide Team Leads to ensure the day to day operations are consistent and successful.• Conduct performance appraisals for direct reports, focusing on areas and improvement and as a part of the performance appraisal, assist with creating a career development plan based on employee goals.• Participate in client facing meetings concerning service performance and continuous service improvement requirements.• Identify opportunities with the environment and recommend enterprise level improvements to accommodate the best overall experience for the end users while maintaining the required controls for IT.• Responsible for overseeing Crisis Management, Process Management, Service Improvement/Value Adds and SLA Adherence. Show less

• Manage multiple accounts via a single team, providing First Level support for internal and external clients.• Use management tools, as an example Avaya CMS, to monitor incoming calls, chats, emails and web tickets to report on account service levels and develop root cause analysis (RCA) for deficiencies when required.• Oversee Shift Coordinators to ensure day to day operations and continuous improvement training are consistent.• Supervise and provide coaching for Service Desk… Show more • Manage multiple accounts via a single team, providing First Level support for internal and external clients.• Use management tools, as an example Avaya CMS, to monitor incoming calls, chats, emails and web tickets to report on account service levels and develop root cause analysis (RCA) for deficiencies when required.• Oversee Shift Coordinators to ensure day to day operations and continuous improvement training are consistent.• Supervise and provide coaching for Service Desk Analysts supporting internal and external clients.• Complete monthly Quality Call Observations for all Service Desk Analysts.• Conduct performance appraisals for Service Desk Analyst, focusing on areas and improvement and as a part of the performance appraisal, assist with creating a career development plan based on employee goals.• Participate in Daily Service Review (DSR) with management to ensure highest quality service is being provided to CSC’s customers; participated in Service Resolution Team (SRT) when accounts are not achieving Service Level Agreements (SLA) and Key Performance Indicators (KPI).• Participate in client facing meetings concerning Service Desk performance and continuous service improvement.• Cooperate with other Operations Managers and Service Operations Managers leads to streamline staffing by implementing cross account leveraging with a goal of 100% of agents leveraged to secondary accounts to ensure attainment of SLA and KPI center wide.• Adjust staffing to meet SLA and Key Performance Indicators for supported clients, specifically First Call Resolution, Average Speed of Answer and Percentage of Calls Abandoned.• Perform screening and interviews of potential job candidates. Show less

• Managed Service Desk Process and Quality for the IT Service Desk.• Utilized Remedy Data Reporting to monitor First Call Resolution (FCR), over ticket quality and ticket misroutes for deficiencies and collaborate with infrastructure teams to develop processes and knowledge scripts when required.• Collaborated with Operations Management and Shift Coordinators to ensure day to day operations and continuous improvement training were consistent.• Supervised and provided coaching for… Show more • Managed Service Desk Process and Quality for the IT Service Desk.• Utilized Remedy Data Reporting to monitor First Call Resolution (FCR), over ticket quality and ticket misroutes for deficiencies and collaborate with infrastructure teams to develop processes and knowledge scripts when required.• Collaborated with Operations Management and Shift Coordinators to ensure day to day operations and continuous improvement training were consistent.• Supervised and provided coaching for Service Desk Analysts supporting the IT Service Desk.• Pulled historical data for the purpose of conducting performance appraisals for Service Desk Analysts.• Participated in Daily Service Review (DSR) with management to ensure highest quality service is being provided to CSC’s customers; participated in Service Resolution Team (SRT) when accounts are not achieving Service Level Agreements (SLA) and Key Performance Indicators (KPI)• Participated in client facing meetings concerning Service Desk performance and continuous service improvement.• Adjusted staffing to meet SLAs and KPIs for supported clients.• Performed screening and interviews of potential job candidates.• Remained on call during non-prime hours for Escalations and SRTs. Show less