Service Desk Manager

Top Skills' Details·
A Customer Service Manager has experience in planning, implementing, and managing customer service systems. Is able to handle customer satisfaction issues. Has experience in reviewing data to identify trends and issues. Is able to effectively report trends to system program teams.
· Bachelor's Degree, General
5+ years experience
Description
We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands-on role for a leader who is comfortable interacting with executive-level clients and is dedicated to improving the user experience beyond just meeting SLAs.
Key Responsibilities
Team Leadership...