Job purpose : Manages the ITSD resources in IT Service Desk location in San Jose andas part of the Global ITSD team. The role consists of daily and tacticalleadership of the Service Desk staff and is a reference point for questions andissues regarding call routing, escalation, system usage, training and staffschedule.
Responsible for daily andtactical leadership of the IT Service Desk staff;
Monitors the IT ServiceDesk Queue’s (Email, Calls, Self Service and workgroup queue) and ensures theSLA / SLO targets are maintained
Provides the coordination of difficultproblems and problems involving multiple support teams.
Develops andmaintains IT Service Desk shift schedule. Responsible for ensuring that the ITService Desk is properly staffed by coordinating any vacation requests,holidays, and other schedule variances.
Responsible for the initial andongoing training of Service Desk staff as well as staff development.
Workswith Service Desk Trainer in identifying and developing training curriculum forTier 1 and Tier 2 staff.
Assists with the development of metrics for ITSDService Level Agreements (SLAs).
Responsible with the periodic performanceevaluation and goals settings for the ITSD staff as well as their developmentplans.
Works with Service Desk QA's for reports analysis and quality review meetingswith Service Desk division customers.
Provides management with variousreports as requested.
Keeps the ITSD documentation current, creates newprocesses and suggests process refinements for ITSD services.
Interacts withBusiness Units IT management and technical personnel as required for systemimplementation and ongoing services / support.
Coordinates with third partyproviders and internal providers to accelerate the resolution of ITSD problemsand requests.
First escalation contact for callers with issues regardingService Desk performance.
Reference point for questions regarding callrouting, escalation, system usage, and staff scheduling
Provides backup toTier I and Tier II staff as required.
Responsible for efficient communicationwith local and remote management.
Other duties as assigned.
University studies, preferablein IT domain.
MBA is a Plus
5+ yearsexperience in technical support via phone (call-center model)
3-5 yearsexperience in supervising a technical team with an activity structured on welldefined processes.
Work experience with Microsoft products as : Windows,Exchange, Project, Office (including Outlook).
Hardware knowledge includinglaptops, desktops and servers.