Managed Technical support team, Including Helpdesk call center and Desktop support in multiple locations. ~ Provide direct external and internal client interaction, for requests and incident resolution ~Developed detailed SOPs for client support team. ~Responsible for hiring of client support staff. ~Evaluating and implementing Call tracking system, as well as managing system for IT group. ~Manage Counter Spy Enterprise anti spy-ware system for entire company. ~Manage staffing schedule, aligning with call volume and skill set required. ~Create and manage position descriptions and performance evaluation standards. ~Devised performance expectations matrix and adherence models for reporting. ~Leader of ITIL implementation for IT Department. ~Creation and maintenance of technical knowledgebase. ~Produce SLA reports for targeted improvement areas. ~ Maintained 98% compliance to SLAs.

managed help desk and desktop support team in N.J office as a contractor