EXPERIENCE

Experienced Professionals

• Lead, mentor, and develop a team of help desk professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Define team goals, key performance indicators (KPIs), and service level agreements (SLAs) to ensure high-quality support delivery.
• Manage staffing levels and schedules to ensure adequate coverage for global help desk needs.
• Oversee day-to-day help desk operations, ensuring timely resolution of incidents, service requests, and escalations.
• Act as the primary escalation point for complex or high-priority issues, ensuring swift resolution and communication with stakeholders.
• Collaborate with other IT teams to address recurring issues, implement long-term solutions, and improve overall system reliability.
• Leverage data and analytics to monitor help desk performance, identify trends, and drive continuous improvement initiatives.
• Generate and analyze reports on ticket volumes, resolution times, user satisfaction, and other key metrics to assess team performance.
• Evaluate and implement help desk tools and technologies to improve efficiency, automation, and user experience.
• Ensure the help desk ticketing system is effectively utilized, maintained, and integrated with other IT systems.
• Build strong relationships with business units, ensuring help desksupport aligns with their needs and expectations.
• Communicate regularly with senior leadership on help desk performance, challenges, and improvement initiatives.