Service desk And Major Incident Manager

, Hope you are doing great! Please find below job description & let me know if it matches with your job profile. Please share your updated resume copy along with your contact information at or Job Role Service desk and Major Incident Manager Location Westborough, MA Full Time (Onsite) Job Responsibilities: As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction. Helpdesk Manager Responsibilities: - Managing the help desk team and evaluate performance. Report on SLA's, KPI Metrics. Perform Analysis and provide reason on missed SLA's. Understand different KPI's like AHT, FCR, Abandoned Calls, Average Speed to Answer etc Understanding of creating SOP's & Knowledge Management Document. Must act as Major Incident Manager.

• Ensuring customer service is timely and accurate on daily basis.
• Recruiting, training, and supporting help desk representatives and technicians.
• Manage the help desk team and evaluate performance.
• Ensure customer service is timely and accurate on daily basis.
• Recruit, train and support help desk representatives and technicians.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk team's productivity.
• Provide customer feedback to the appropriate internal teams, like product developers.

• Leveraging technology to issue all communications and providing key stakeholder management
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports