1. Background and Certifications:+6 years of experience leading Service Desk operationsCertification of ITIL V4 FoundationsHDI or SDI Manager Certification desirable2. Required Skills:Advanced Knowledge in Windows Front-End Environment (Win10, Mac)Advanced Knowledge with Ticketing System Tool (Service Now, BMC, etc.)Advanced Knowledge with ITIL Framework (IM, SR, and PM)Good Knowledge in Servers and NetworkingStrong Knowledge with PC Hardware Structure DevicesStrong Follow-Up skills (Deliveries, Calls Back, escalation, RCA, etc.)Advanced Customer Experience skillsHigh capacity to analyze and synthesizeAdvanced Knowledge in Service Desk Best Practices and methodologiesOutstanding organizational and leadership skills with problem-solving abilityOutstanding communication and interpersonal skillsEnglish Fluent, PortugueseOutstanding understanding in Service Desk SLA and KPI's3. Activities to Perform:Develop objectives for the day-to-day activitiesConduct effective resource planning to maximize the productivity of resources (people, technology, etc.)Collect and analyze service desk statistics (SLA trends, operational costs, ticket/contact Pareto sales rates)Attend and resolve project escalationsImplement process improvements projects to impact operational and financial effectivenessValidate all project activities are aligned to the SOWInterview and hire new team membersEvaluate team's performance with key metrics (FCR, FLR, AHT, ASA, ticket response/resolution times, backlog, etc.)Responsible for developing and implementing Service Desk operational best practicesResponsible for developing new automation processesResponsible for having all project documentation according to business guidelinesDevelop career plans to support agentsResponsible for the mobility/growth of the teamHire, coach, and provide training to personnel to maintain high customer service standardsDevelop team member agent's profilesResponsible for new scope or project transition and stabilizationInform operational results to senior management through executive reports#J-18808-Ljbffr
