IT Service Desk Manager
Managed a Service Desk call center, Desk Side, Trainers and Software Analyst teams, including 10 associates. Provided high quality technical support for 1,000 domestic and international customers. Ensured adherence with standards. Led in development of strategic directions for teams to address critical business needs. Formed and facilitated root cause analysis teams as needed. Managed SLA's for entire team, communicated clear expectations to customers regarding response and resolution times.
- Effectively monitored delivery of service, achieved satisfaction levels of 94%.
- Analyzed escalated issues and identified/implemented solutions that improved service quality.
- Developed support process improvements that resulted in greater efficiencies.
- Created Service Level Agreements in partnership with cross functional business teams.
- Reduced aging issues by 20% by facilitating Problem Management process and meetings.
- Participated on several projects resulting in effective implementations.