Service Desk Tm Lead

Company Name:
Service Desk Tm Lead Responsibilities: The Service Desk Team Lead is responsible for meeting or exceeding assigned Service Desk Cases respective to service level agreements ( SLA ). Essential duties and responsibilities of this position include the following: - Directly Responsible for a team - Monitors appropriate SLA performance impacts and maintains an active case load to provide a stellar example of appropriate procedures and outstanding customer service for team - Acts as an authoritative contact for purposes of Critical Case Resolutions, outages and impacts of more than an average difficulty - Meets weekly one-on-one with team members to review goals and processes, outline new procedures and align individual performance to overall Team SLA - Work collaboratively with the Training and Quality Assurance Manager on team development and desired training for team members Qualifications: - Ability and willingness to learn new technologies. - Excellent organizational skills with the ability to listen, follow up, attend to detail and accomplish desired results verbally and/or in written form to appropriately document issues. - Hard working, motivated and self-directed-able to think critically. - Strong analytical and quantitative abilities. - Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions. - Strong Microsoft Office Professional skills. - Excellent verbal and written communication skills. - Able to handle high volume workload in a fast paced environment. - Effective organization and time management skills. - A high degree of self-motivation, commitment and integrity. - Ability to work independently and in a team environment. - Strong interpersonal skills. MYK62683JR

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