Manages a team of support center analysts and team leads while executing operational and tactical plans of the service desk and satisfying customer and business needs. Responsibilities include: recruiting and hiring, monitoring and managing performance, monitoring and reporting metrics, and ensuring that processes are followed and service levels are met.

Leads and coordinates the daily operation of the Service Desk Team. Coordinates efforts to support, monitor, test, and troubleshoot all hardware and software problems. Serves as a technical and managerial escalation point for all Service Desk team members. Responsible for meeting Service Desk KPIs, metrics, and ensuring all applicable policies and procedures are followed by the Service Desk team.

IT Team Leader assigned to the Global Service Desk.Manage day to day performance and productivity of a team Technical Service DeskAgents within the Global Service Desk, ensuring pre-established operational metrics andcustomer expectations are exceeded.Primary Responsibilities:Day to day team and individual performance management and site monitoringOversee the handling of the Incidents, Requests, and ProblemsManage and coordinate urgent and complicated support issuesServe as an escalation contact for Requests and IncidentsDetermine the root cause of various issues and communicate appropriately to internal andexternal customersTrain, coach, and mentor Leve1 and Advanced Service Desk AgentsConduct performance reviews of direct reportsSchedule employees based on incoming interval volumes and capacity planning based onbusiness needPerform quality monitoring and evaluations to improve customer serviceEnsure work schedule and aux code usage complianceAchieve training targets and goalsAssist with building/obtaining/improving training materials for the support staffDirect hire interviewing and contractor Skill Assessments as requiredUse Avaya CMS and Advanced Reporting to adjust and improve overall performance

Assigned to the General Motors (GM) Global Service Desk. Responsibilities Included:New agent trainer, coach, mentor. Coaching Service Desk Agents on Non-Conformance,Handling Process Area Lead Escalations to resolution. Provide daily feedback to SeniorLeadership regarding Queue Loopback Status and distribute Monthly Global BalancedScorecards. End user support of more than 3600 applications in the General Motorsenvironment. Achievements Include: Consistently exceeded expectations in all measured quantitative matrices, exemplary Quality Assurance (QA) and Customer Satisfaction Index(CSI) scores. HP eAward Recipient for Outstanding Customer Service andPerformance.

Full Service Document Imaging Service Bureau