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Hace 2 sem
SERVICEDESK MANAGER / LEAD TRILINGUE - PORTUGUES E INGLES
Si el reclutador te contacta podrás conocer el sueldo
Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Soporte técnico
Educación mínima requerida: Universitario titulado
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialBeneficios
- Prestaciones de ley
- Prestaciones superiores a las de la ley
- Plan de carrera y crecimiento
Descripción
SERVICEDESK DELIVERY MANAGER / LEAD
- Contrato directo
- vacante de planta
- disponibilidad para rolar turnos
- Sueldo base + PL +PSL
- PORTUGUES AVANZADO?
?
- +6 years of experience leading Service Desk operations
- Certification of ITIL V4 Foundations
- HDI or SDI Manager Certification desirable
- Required Skills:
- Advanced Knowledge in Windows Front-End Environment (Win10, Mac)
- Advanced Knowledge with Ticketing System Tool (i.e., Service Now, BMC, etc.)
- Advanced Knowledge with ITIL Framework (IM, SR, and PM)
- Good Knowledge in Servers and Networking.
- Strong Knowledge with PC Hardware Structure Devices
- Strong Follow-Up skills (Deliveries, Calls Back, escalation, RCA, etc.)
- Advanced Customer Experience skills
- High capacity to analyze and synthesize
- Advanced Knowledge in Service Desk Best Practices and methodologies.
- Outstanding organizational and leadership skills with problem-solving ability
- Outstanding communication and interpersonal skills
- English Fluent, Portuguese
- Outstanding understanding in Service Desk SLA and KPI's
- Activities to Perform:
- Develop objectives for the day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Collect and analyze service desk statistics (SLA trends, operational costs, ticket/contact Pareto sales rates.)
- Attend and resolve project escalations
- Implement process improvements?projects to impact operational and financial effectiveness.
- Validate all project activities are aligned to the SOW.
- Interview and hire new team members.
- Evaluate team's performance with key metrics (FCR, FLR, AHT, ASA, ticket response/resolution times, backlog, etc.)
- Responsible for developing and implementing Service Desk operational best practices
- Responsible for developing new automation processes.
- Responsible for having all project documentation according to business guidelines.
- Develop career plans to support agents.
- Responsible for the mobility/growth of the team.
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Develop team member agent's profiles.
- Responsible for new scope or project transition and stabilization.
- Inform operational Results to senior management through executive reports.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.
ID: 19113696
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