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Hace 4 días
First Line Manager - IT Help Desk Team
Si el reclutador te contacta podrás conocer el sueldo
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialDescripción
IT Services and Support is looking for an experienced First Line Manager (FLM), Global Workplace Support Services to lead the Customer Experience team that supports the IT service desk team providing L1 support consistently. An ideal candidate will bring a combination of hands-on technical and proficient team management qualities in a fast paced and growing environment. You should be an expert in IT End User Services processes and related technologies.
In your journey with us, your prime responsibilities are:
People Management - Manage and lead the agents and subject matter expert(s) aligned to him / her, placed in 2-3 time zones / locations; Performance Management of the team.
Operations Management - Responsible for all aspects of day-to-day operations of the team aligned to him / her with respect to (but not limited to) call handling, response and resolution, introduction of new services, workload monitoring and management, performance against service level targets, quality control, call handling, training, education, knowledge management, escalations and continual service improvement
Controls & Compliance - ensure all activities performed by his / her team are compliant with policies, standards, and processes.
Your experience and qualifications
ID: 20621604