Desktop Support Operations Head

4 weeks ago


Hollywood, Florida, United States HEICO Full time
About Us:
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We are a dynamic company that values innovation, teamwork, and customer satisfaction. As a leading provider of aerospace and defense products and services, we offer competitive compensation, paid vacation and holidays, an excellent 401K plan with company match, and medical, dental, life, and disability insurance.

About the Job:

This is a critical role that requires a strong leader with experience in managing call center operations, analyzing performance metrics, and optimizing workflows using the ServiceNow platform. The ideal candidate will be able to promote a customer-centric culture within the team, emphasizing empathy and understanding of user experiences.

Responsibilities
  • Team Leadership: Lead, mentor, and manage the Service Desk team to ensure high-quality technical support and customer service.
  • Performance Metrics and Optimization: Develop and implement performance metrics, KPIs, and scorecards to monitor and enhance team performance. Utilize advanced features of the ServiceNow platform to optimize workflows and improve service delivery.
  • Service Delivery and Customer Satisfaction: Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues. Monitor and report on call center metrics, including call volume, response times, and customer satisfaction, to identify areas for improvement.
Requirements
  • Leadership Experience: Minimum 10 years of experience in IT support or service desk roles, with at least 5 years in a managerial capacity.
  • Technical Skills: Proficiency in using and optimizing the ServiceNow platform for service desk operations. In-depth knowledge of IT service delivery best practices and frameworks.
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
Estimated Salary:

$95,000 - $125,000 per year, depending on location and experience.



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