Intelliteach is a leading global service provider of accounting and IT solutions for the legal industry serving more than 150 of the largest law firms throughout the globe. Toledo will join our family of locations in Atlanta, St. Louis, Toronto and London.
We have a ground floor opportunity for a service desk site manager for our new office. The ideal candidate will share our values and have an interest in providing exceptional customer service to our clients.
Core responsibilities are:
- Maintains and improves service desk operations by monitoring team performance to ensure service excellence to our clients by meeting call service level and quality metrics.
- Coach, mentor and motivate team with focus on team development and accountability.
- Work closely with HR and other senior management to recruit and retain service driven individuals to build excellence
- Maintains fiscal responsibility for site, managing productivity, staffing, and overtime usage.
- Lead innovation and process improvement to ensure continued scalability of the organization
- Act as a Liaison between Client Account Managers and Service Desk to ensure a smooth flow of information and implementation of new account procedures
- In conjunction with WFM (Workforce Management), create long and mid-range staff planning for site. Coordinate hiring plans with Human Resources to ensure appropriate staffing.
- Project management of strategic initiatives to ensure targeted results are achieved.
- Provide regular performance reports on Service Desk operation to senior management.
- Provide staff performance improvement plans and corrective actions.
- Collaborate with other site managers to ensure service delivery excellence throughout the organization.
- 2-3 years’ experience managing a help desk organization or level 1 technical acumen
- 1-2 years contact center management experience
- 5+ years in the customer service industry
- Excellent interpersonal and coaching skills
- Paid Time Off
- Excellent medical, dental, vision, short and long term disability
- Flexible Spending and Health Savings Accounts
- 401k matching program
Intelliteach is an Equal Opportunity Employer dedicated to workforce diversity and inclusion.
Key words: Contact Center Manager, Call Center Manager, Helpdesk Manager, Help Desk Manager, Service Desk Manager
Relocation assistance will not be provided for this position.