Sheila Reddic Email & Phone Number

United States

Glendale, Arizona

Supervise Service Desk staff defining/establishing schedules for support, setting priorities, providing support/direction and dealing with administrative issues as required.Monitor/evaluate daily/weekly statistics of call volumes/incident/problem reports to identify trends to lessen calls and improve support. Provide Service Desk representation for the coordination of work processes and projects with other departments and divisions.Interface with end users, employing tact and diplomacy to promote a positive image of Information Management.Resolve problem in a professional manner, accurately communicating pertinent information that promotes the best interests of Information Management and customer service.Serve as the single point of contact for support issues/concerns of end users while interfacing with IM management for service evaluation, support, and feedback to evolve Service Desk support.Train Help Desk staff on operational procedures and troubleshooting techniques while identifying and providing input to the Service Desk Knowledge Base. Provide training on new hardware and/or applications that are introduced into the Service Desk support model.Review/monitor daily call volumes, agent stats and support metrics to analyze trends in issue reporting, devise preventative solutions and effect change as needed.Provide technical assistance or guidance to support personnel, including coordination with other Consumer Services support leaders/teams.Creation or execution of consistent processes and use of "best practices", building into the team an understanding of the value of and desire to continuously improveManage both expense/capital budgets and identify cost saving opportunities.Work within Information Management to build processes to improve the end to end user experience.Understand/manage all Service Desk supported technologies. Improve Service Desk technicians to improve their understanding of Information Management and support their career development.

Database management, programming, and management of software releases.