Service Operations Lead
2 weeks ago
**Operations Lead Job Description**:
- Responsible for managing a team of professionals to design, implement, and maintain our service desk operations for the enterprise.
- The position will be responsible for Reviewing and pulling insights from analytics and data, Implementing change that anticipates and addresses customer questions, needs, and complaints. Primary Responsibilities:
- Oversee the Other EUC Activities as applicable (Service Desk/End-user Support)
- Customer Relationship Management
- Regular reviews with Customer and internal teams/vendors as applicable
- Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
- Extensive knowledge on ITSM Tool Set (ServiceNow)
- Provide leadership to the EUC Team including coaching as required
- Call and Ticket Audits and provide Feedback to Service Desk agents.
- Reporting and MIS
- Oversee Projects
- OEM Vendor Relationship Management Business Skills:
- Understanding of EUC and Desk Side Support / FSO Management
- Ability to work in a Matrix managed environment
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc
- Ability to understand best practices internally/externally on EUC related activities. Personal Skills:
- Strong customer service skills
- Must be detail oriented and self-motivating
- Strong Written and Verbal Communication Skills at senior level,
- Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
- Flexibility with respect to time - client deliverables need to be met with a Can do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Must be detail oriented and self-motivating
- Ability to motivate people and teams,
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Assess data accuracy and reasonableness and follow-up directly with clients appropriately to achieve necessary understanding and to resolve the Licensing anomalies
- Ensure quality and timely delivery of customer requirements
- Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritize, Working Under Pressure, Impartial - Working on behalf of Clients Technical Skills:
- Capable of developing and implementing Customer Experience process
- Demand and Forecast analysis and understanding key Business needs/suggestions
- Audit/Periodic Reporting
**Job Types**: Full-time, Contract
Contract length: 12 months
**Salary**: $3,000.00 - $4,500.00 per month
Schedule:
- Monday to Friday
**Education**:
- Bachelor's or equivalent (preferred)
**Experience**:
- Service Operations Lead: 5 years (preferred)
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