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Frisco

    Service Desk Manager - Frisco, United States - QData

    QData
    QData Frisco, United States

    1 month ago

    Default job background
    contract
    Description

    Job DescriptionResponsibilities Work closely with Service Delivery manager/Client to implement technical action items related to the Service desk Develop maintain and Share reports/scorecards dashboards & related to operations & productivity to customer and Internally.

    Prepare and Present Operations reviews PPT on weekly Monthly quarterly and Annual basis to client and take the learnings back to team on the identified areas of improvement.

    Drive Metrics and meet the expected SLA's Develop and maintain Training Plan. Ensure continuous improvement of services provided by the Service desk. Act as technical liaison between Service desk and Client support groups Maintain skills inventory of Service desk analysts and Work Request coordinators Liaison between Service desk and other groups on technical support issues Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages reduced services emergencies or other exceptions from the normal process Update organize create an easy electronic access to all Service desk documentation including manuals scripts processes process flow charts Notification Escalation list Service desk weekly schedule support
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