Typically manages small or tier I service desk teams
• Coaching, counseling, providing feedback, handling disciplinary issues
and providing positive recognition
• Ensuring each Technician meets his or her required goals including
intraday schedule adherence, attendance, call center metrics,
policy/handbook adherence, conduct and performance
• Writing employee performance evaluations, delivering annual merit
reviews, updating employee journals daily and performing other
administrative tasks as assigned
• Performing root cause analysis and identifying opportunities for
helpdesk efficiencies
• Working with the Recruiting Department in hiring qualified candidates
• Creating a cohesive team environment through consistent
management
• Quality monitoring
• May provide workforce management
• Special project work may be assigned as needed
Verified
