Team Manager, Service Desk
Bell Techlogix, Inc.

Job Info

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Essential Functions:

• Responsible for achieving or exceeding monthly account-service level agreements (SLAs).
• Works with Operations Leadership to identify gaps and specific actions.
• Ensures all team members are aware of gaps and are working to overcome barriers and demonstrate effective management of improvement actions.
• Ensures chargeability reporting completed weekly.
• Approves and monitors employee timecard, schedule adherence, and attendance according to Bell Techlogix policy.
• Responsible for conducting regular coaching sessions and for retention of team members.
• Maintains acceptable conduct according to all Bell Techlogix policies and procedures.
• Maintains organizational effectiveness and efficiency by supporting, implementing and communicating strategic plans.
• Monitors interaction volume and trends and takes appropriate action, requesting staffing adjustments when necessary to Operations Management.
• Understands and works within SLA's and KPIs to fulfill Company's obligations.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Assists in QA Review process implementation and notifies senior management of issues with maintaining QA program.
• Drives improvement and accountability for team based on QA and customer satisfaction feedback.
• Maintains a strong working relationship with clients and coworkers.
• Acts as point of contact for client inquiries and escalations.
• Works in an "on call" capacity as needed.
• Functions as Major Incident Manager as needed.
• Other duties as assigned.

Supervisory Responsibility:

• Will be responsible for a team of up to 20 L1 and L2 Associates.

Required Education and Experience:

• High School Diploma or GED
• Some college or Technical School or a combination of technical work experience and school.
• Industry certifications preferred.
• 2-3 years relevant helpdesk experience, IT and or desktop support experience.
• Minimum of one-year supervisory experience.
• Minimum 2 years customer service experience.
• Experience with ITIL best practices.
• ITIL Foundations certification preferred.
• Microsoft Office proficient.

Knowledge, Skills, and Abilities:

• Ability to verbalize information and ideas in order others will understand.
• Ability to identify and understand the speech of another person.
• Ability to use computers and computer systems (including hardware and software) to install programs, set up functions, enter data, or process information.
• Ability to multitask and complete tasks effectively.
• Excellent verbal and written communication skills.
• Ability to mentor and help in the professional growth of others.
• Highly developed interpersonal skills.
• Strong problem solving, conflict resolution, and customer service skills.
• Ability to work independently and maintain professional working relationships with coworkers.
• Ability to obtain information from all relevant sources and use information to identify solutions.
• Ability to lead and direct a group of employees.

Physical, Mental Requirements and Work Environment:

• Must be able to sit for 50% of work shift.
• Must be able to view computer monitor for 60% of work shift.
• Must be able to use keyboard for 60% of work shift.
• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Fast-paced work environment with moderate call-center noise levels.
• Must be able to lift up to 15 pounds infrequently.
• Available to work in an "on call" capacity.
• Schedule flexing may be required depending on business need.

Equipment Used:

• Computer frequently
• Telephone frequently

Conditions of Employment:

• Must pass background check.
• May be required to pass a pre-employment drug screen.
• Must pass client specific requirements as applicable.

This job has expired.