• Monitor calls for quality, provide performance coaching and feedback.• Track attendance and performance of team and individuals• Assign work to team members and make them accountable for their work• Provide input into performance management and terminations.• Assist in performance ratings of team members at year end.• Manage the queue of calls to ensure service levels are maintained• Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement. • Resolve participant escalations/issues without further escalation by providing superior customer service.• Other: Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings• Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings• Provides creative “out of the box” thinking. • Provide customer service and satisfaction in the area of desktop

Supervised 15+ employees whom supported over 100 customers accounts. - Responsibilities included: o New hire interviews.o Delegating work load, responsibilities throughout my team to ensure tasks were done efficiently and timely in a fast paced work environment. o Updating and maintaining a knowledge base for over 100 customers - all with unique customer needs. o Implement process improvement for Service Team and Department. o Employee reviews & coaching.o Responsible for meeting customer SLA terms.o Maintained customer relationships.o Managing departmental budget cost to maintain a high Marketable Contribution margin.