IT Service Desk Manager Lead
1 week ago
Overview
">Costco is a multinational retail corporation that operates a chain of membership-based warehouse clubs offering a wide range of products, including fresh foods, electronics, clothing, and more. As an IT Service Desk Manager Lead at Costco, you will play a critical role in providing exceptional customer service and support to our employees and suppliers.
">Estimated Salary: $110,000 - $140,000 per year
">Job Description
">The IT Service Desk Manager Lead is responsible for managing the day-to-day operations of the IT Service Desk, ensuring that staff are meeting expectations in regards to performance, metrics, and adherence to standards and processes. This includes overseeing incident management, quality monitoring, training, and knowledge functions, as well as monitoring and managing the call queue and IVR. The successful candidate will be responsible for developing and executing strategies for improvement, reviewing survey feedback, and ensuring all operational processes and procedures are clearly documented and maintained.
">Key Responsibilities:
">- ">
- Manage the IT Service Desk team, ensuring they have the necessary skills and resources to deliver excellent customer service and support.">
- Develop and implement processes and procedures to improve the efficiency and effectiveness of the IT Service Desk.">
- Oversee the incident management function, ensuring that incidents are resolved quickly and efficiently.">
- Maintain accurate records and reports on IT Service Desk performance, identifying areas for improvement and implementing changes as needed.">
- Collaborate with other teams within Costco to ensure seamless communication and coordination.">
Requirements
">To be successful in this role, you will need:
">- ">
- A proven track record of managing high-performing teams and driving business growth.">
- Excellent leadership and communication skills, with the ability to motivate and inspire staff.">
- Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement changes.">
- Experience with ITIL/ITSM processes, specifically Incident Management.">
- Knowledge of Service Desk, Help Desk, or Call Center business processes.">
Benefits
">Costco offers a comprehensive benefits package, including health insurance, 401(k) matching, and paid time off. We also offer opportunities for career development and advancement within the company.
">About Us
">Costco is a values-driven organization that prioritizes the needs of its employees, members, and communities. We are committed to creating a positive and inclusive work environment that supports the growth and development of our staff.
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