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Service Desk Operations Lead
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- Evolver's core competencies include enterprise infrastructure O&M, full lifecycle application development, all facets of cybersecurity, as well as cloud, end-user support, data analytics and legal services.
- Provide customer-focused service and technical leadership for Service Desk support staff who provide T1 and T2 Remote and escalation to Deskside teams for resolution of standard and non-standard computers, tablets, smartphones, software, peripherals, printers, and network connectivity problems.
- Primarily responsible managing the collection and evaluation of service desk delivery metrics, and using these to provide meaningful changes to scheduling, monitoring/QA, mentoring, evaluating, and otherwise enhancing the performance of a remote workforce.
- Analyze daily, weekly and monthly operational metrics and make recommendations for streamlining processes, knowledge management articles, agent training, etc.
- Intensive and progressive experience managing a large customer service user base utilizing quality control procedures and ITIL best practices based on a proven quality assurance (QA) program and top-level QA corporate commitment.
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