Incident And Service Level Manager
Current-In a fully remote capacity; directly oversee the first-tier service desk team using a variety of tools to track performance and effectiveness.-As Service Level Manager I ensure service level requirements are met by all IT departments.-Oversee all knowledge base activity to make sure that all members of the service desk have correct information, resources and procedures readily available. -Identify, and strive to resolve any systemic or trending problems and potential known errors.-Provide senior IT management a monthly analysis report including information such as; first contact resolution rates, overall rate of resolution, agent utilization and customer satisfaction survey results.-Supervise an external service desk; providing guidance and knowledge sharing to ensure a consistent and positive user experience at all hours.
