Director Of Support Services
Current•Effectively support and deliver senior management goals and policies to employees in a Service Desk environment.•Manage Service Desk with long term growth in mind including day to day operations such as: Payroll/Expense Control, Inventory, Scheduling, Reviews, Terminations, and Interviews.•Monitor service incidents reaching SLA and work with analysts, other team members for resolution. •Provide Queue Management and Participate in Quality Assurance across the Service Desk.•Attend all client conference calls and meetings. Develop and present reports on direct revenue impacting issues•Develop standard operating procedures in the planning of future initiatives, processes and documentation including working with leads, and training team to maintain and update the KBA. (Knowledge Base Articles) •Respond to Clients through tools/incident management such as NetSuite, Service Now, inCONTACT, Fonality, LogMeIn, Command Center, Bomgar, to provide technical Phone and E-mail service to end user. •Installing, configuring and troubleshooting of network equipment: Routers, Switches, Firewalls and Servers. •Final escalation point in providing remote/In-house support via Phone, E-mail and Hands on.•Project implementations, stage, install, maintain, backup, and restore desktop/client operating systems.• Provide strong leadership skills such as conflict management, organization and decision making with strategic growth in mind.•Adaptive to environment with the ability to quickly learn new skills.•Create high level reports including trend analytics for clients as well as KPI metrics in order to coach to success.•Manage and direct overall team project activities including progress, project health, planning, developing and monitoring staff.•Team and project communication with various departments such as PM, CRM, Repair, Staging, Dispatch, and Sales.•Adept with Microsoft: Word, Power Point, Outlook and Excel such as pivot tables, formula functions, and formatting.
