Service Desk Quality Manager

Role & responsibilities

SN

Responsibility of / Expectations from the Role

1 Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.

2 Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

3 Determine root cause of issues and communicate appropriately to internal and external customers.

4 Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.

5 Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

Desired Competencies (Technical/Behavioral Competency)

1. IT IS Service Desk

2. Leadership

3. Communciation

4. Client Handling Skills

5. Team Skills

Good-to-Have

1. Employee Relationship Skills

2. Manage Attrition

3. Convincing Skills

4. Speaking with numbers

5. PI Skills