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Service Desk Operations Lead

1 month ago

Charlotte, North Carolina, United States TEKsystems Full time
Job Description

Job Summary


As the IT Service Desk Manager, you will oversee the day-to-day management and quality of incidents and activities required to be completed by the Service Desk Team.


Key Responsibilities:



  • Manage and maintain call center operations by monitoring team performance and identifying and resolving problems quickly.
  • Prepare and report call center performance metrics to IT Service Center Leadership.
  • Provide support and guidance to team members, motivating them to achieve Service Level Agreements.
  • Manage individuals and groups, allocating responsibilities and work packages.

Requirements:


An ideal candidate will have:



  • 2-3 years of experience managing a large service desk team.
  • Customer service and metrics-driven skills.
  • Cultural fit and technical experience.

About the Company:


Our company is a leader in the pest control industry and is known for its profitable and stable environment. The company offers flexible work arrangements, employee recognition programs, and opportunities for growth and development.


Work Environment:


The call center is open from 7am-8pm, 7 days a week, and offers 2x 15-minute breaks and a 1-hour lunch break.


Technical Requirements:


The company uses Dell Servers, Desktops, and Laptops, as well as Mobile Devices Android, iOS, and Windows.


What We Offer:


The company offers a competitive salary, benefits package, and opportunities for professional growth and development.


How to Apply:


Interested candidates should submit their resume and cover letter for consideration.


Language:


The working language is English.