Service Desk Lead

Website IBM

Job Description:

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Job Responsibilities:

  • Monthly 1×1’s completed for each agent assigned
  • Assist Quality Control and training any time a need arises and be able to monitor WFM tasks when WFM is unavailable
  • Conduct performance plans and implementation of goals as they align to the business needs provided by the Service Desk Manager
  • Understand and act on monthly metrics that may be causing red status
  • Have a solid understanding of reporting and be able to generate reports in Salesforce, inContact and inView
  • Make Group staffing decisions based on call volumes and ticket volumes to balance the workload each day
  • Conduct yearly evaluations by preparing the documentation and coordinating feedback for the Service Desk Manager to determine the appropriate increase
  • Travel to Client locations as needed to drive partnerships and better understanding of Client needs in order to achieve results
  • Meet with assigned agents throughout the Month to proactively coach to KPI goals
  • Conduct monthly 1×1’s with assigned agents and as needed throughout the month for ongoing coaching / development
  • Approve Overtime based on business need and coordinate with the Service Desk Manager
  • Be within the Attendance Guidelines, yet emphasize that it is expected to not have unplanned time off
  • Attend weekly Client Operational meetings as assigned by the Service Desk Manager
  • Maintain and help monitor call queues and assist WFM in planning / scheduling
  • Be available at times to support other leads with issues or training needs
  • Assist the Service Desk Manager in initial Lead interviews
  • Minimum tickets worked weekly (2) – Random
  • Interview new candidates for the Service Desk Specialist position
  • Develop Teambuilding ideas and implement with assigned Team of Agents
  • Approve time off based on the established process and coordinate exceptions with the Service Desk Manager
  • Track Agent attendance and communicate status with assigned Agents
  • Drive performance by encouragement and promoting a positive working environment
  • Involvement with at least 1 improvement initiative per quarter
  • Partner with Customer Success Managers and clients to develop action plans to improve performance and coordinate implementing changes
  • Be a constant presence on the production floor to assist with questions or training needs
  • Respond to Client emails using responsible decision making / professional communication

Job Requirements:

  • 2+ years of team lead experience within a Service Desk environment
  • Demonstrated ability to provide thorough troubleshooting for both Windows and MAC issues
  • Able to make judgments under ambiguous conditions
  • Demonstrated ability to communicate effectively with clients to assess and document needs and issues
  • Excellent verbal and written communication skills and the ability to interact professionally with clients, management team and coworkers
  • Demonstrated ability to lead by example
  • Must be flexible with working schedule.
  • Demonstrated knowledge and familiarity with standard operating procedures & environment
  • Proven ability to prioritize work and escalate issues as needed
  • 3+ years of experience working in a Service Desk environment
  • Demonstrated ability to manage multiple priorities, objectives and deadlines

Job Details:

Company: IBM

Job Category: Private

Vacancy Type: Full Time

Job Location: Toronto, Ontario, CA

Application Deadline: N/A

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