Manages the day-to-day activities and performance of IT Support / Helpdesk personnel, ensuring the exercise of exemplary customer service to all internal customers. Supports call center Operations by ensuring the presence of competent Help Desk personnel at all times (i.24/7).
Ensures that open / pending I.T. support cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next Helpdesk Support shift for continuity. Escalates cases / issues to colleagues within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator, I.T. Manager) when needing their input and expertise.
Effectively manages the performance of desktop support and helpdesk personnel. Evaluates the performance of individuals against established procedures, policies, and processes. Reports the performance of personnel to I.T. Management on a regular basis. Counsels, trains, and coaches team members in best practic...