#Hiring: Service Desk Manager - Cary, NC

#JOB

Job: Service Desk Manager

Location: Cary, NC

Duration: FTE

“Senior Service Desk Manager who has handled bigger call volume in past like 15K to 20K volume”

Description:

·         Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.

·         To manage the overall operations and ensure that the standard of services provided to Client have improved.

·         Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.

·         Collaborate with other Technical Teams like Windows, Unix, Storage, Networks track etc. delivering platform solutions for business and IT projects to agreed time, cost and quality

·         Proactive monitoring of the end to end customer service & Infrastructure.

·         Standardization and Optimization of existing process

·         Access provisioning to all Business applications and network accounts access.

·         Administer and provide User Access and Exit controls.

·         Managing resolution of escalated Business Applications, System Issues within agreed SLA’s.

·         Setup FAQ database for CLIENT and ensure the usage and updati (1.) Guide the SLM’s in the team

·         Developing the standard models and frameworks/initiatives

·         Formulating standards and benchmarks for the OMC’s

·         Lead DD & Transition for tower

·         Lead service improvement projects

·         Proactive monitoring of account status as per Gold Standard

·         Identify projects as needed

·         Maintain account plans

·         Resource capability monitoring and performance management (service line view)

·         Review of Service Line Track Leads

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Abraham | 678-720-3170 | abraham@vdartinc.com | Tweet Me @abraham_vdart | More Jobs with VDart – Click Here