Desk Side Support Manager

Location: Washington District of Columbia

Time: 3 weeks ago

Duties and Responsibilities:

Provide supervision of all desk side personnel assigned to this contract
Ensure Call Center personnel adhere to all Tier 2 SOPs
Ensure satisfactory performance of contract task areas
Train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all computer systems and applications
Facilitate and collect knowledge about common problems and service requests to boost First Call Resolution (FCR)
Optimize shifts to meet fluctuations in call volumes
Ensure staff are trained for all ticket types
Ensures that projects adhere to ActioNet’s Quality Management System, including ActioNet tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
Strategically work together with cross-functional teams to provide innovative, customer-focused experiences

Basic Qualifications (required):

Five (5) or more years managing and leading desk side support teams utilizing ITIL and Agile methodologies
Microsoft Office Specialist (MOS) certification in at least 1 of the following: Access, Excel, PowerPoint, Outlook, and Word
Experience leading teams of 25+ technicians supporting 5,000+ devices across several geographic locations
Solid experience in supervising technicians striving for 100% SLA compliance
Extensive knowledge and experience of customer service
Good interpersonal, Problem-solving, and Time management skills
Strong management skills to manage resources and day-to-day processes
Strong attention to detail, organizational skills, and a commitment to quality
Ability to work independently and collaboratively within cross-functional teams

Preferred:

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