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Manager, IT Service Desk Job
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| Employer Name: InformationTechnologyCrossing |
SpiderID: 2376624 |
| Location: Washington, District of Columbia |
Date Posted: 7/17/2008 |
| Wage: |
Category: Information Technology |
| Job Code: 6318484 |
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Job Description:
The Manager, IT Service Desk is responsible for ensuring that ITSD staff are meeting and exceeding expectations in regards to performance, meeting defined metrics benchmarks, and that standards and processes are followed to provide effective customer service and meet regulatory requirements. Responsibilities:Oversee staff activities daily. Ensure all internal processes and procedures are followed, and that staff are meeting daily, weekly and monthly goals and objectives individually and as a team. Perform real time performance analysis for all staff, and coach to ensure staff is performing at peak ability. Review and approve time cards and schedule changes.Manage all staff related human resource functions connected with ITSD staff, including coaching, training, PDP management, application as necessary of performance improvement plans (PIPs), hiring, and staff terminations.Provide senior technical resource expertise on systems, processes and procedures. Be available as required to provide guidance and answer questions.Manage abandoned call follow up procedure. Ensure that end users that abandon in longer than 3 minutes are called back and surveyed. Log survey data in appropriate ITSD tool.Manage outage notification process. Ensure that the processes and procedures are followed.Provide senior level of case management. Ensure cases are handled appropriately, and confer with case owners, queue managers and supervisors as necessary to ensure timely and appropriate management of cases throughout the support model.
For more information, please click here to visit us at InformationTechnologyCrossing
For further information, please visit us online at http://www.informationtechnologycrossing.com
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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: InformationTechnologyCrossing |
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| City: Pasadena |
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| State: California |
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| Zip: |
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Web Site: http://www.informationtechnologycrossing.com
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