Client requires a Production Support Manager to provide guidance and oversight for the Client Help Desk operation.
This position will act as the Production Support Manager for the client Help Desk. This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with Client Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner. Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution.
Skill Matrix:
Solid knowledge and experience with browser based applications.
Experience researching, analyzing and interpreting automated system problems.
Very good oral and written communication skills to effectively deal with all levels of the organization.
Solid experience leading a team.
Experience analyzing and projecting the needs of a team to ensure success.
Experience implementing and managing a help desk operation.
Production Support Manager - Help Desk • Durham, NC, United States
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