Service Desk Team Manager - Day Shift
Job Details
Management
Georgia - Atlanta, GA
Full Time
High School
Day Shift
Management

Reports To:      Site Manager

Shift:                   Monday - Friday; 9:00AM - 6:00PM

 

Intelliteach is the leading provider of outsourced help desk services to the legal industry. Servicing over 150 of the world’s leading legal firms.

 

Intelliteach has an immediate opening for a service desk team manager.  The team manager is a key position in the service desk helping to build and continuously improve the operations to exceed our client expectations while maintaining productivity goals. The position is responsible for delivering key performance metrics for assigned teams.

 

  • Responsible for the day-to-day performance of assigned teams including but not limited to service level, quality, staffing and resolution rates and respond to performance trends.
  • Provide leadership, coaching and development to a group of 2-5 team leads ensuring completion of all activities and that goals and objectives are met
  • Foster the development of others by providing a professional supportive environment of growth
  • Manage and motivate team to deliver quality of service to our clients
  • Responsible for completing daily, weekly, and monthly reporting/audits as required
  • Act as liaison to client account managers for firm specific actions and issues
  • Partner with WFM to plan and review staffing needs based on workload requirements.  Alert WFM to any staffing issues
  • Act as direct point of contact for assigned firms for day-to-day communication and attend firm meetings when necessary.
  • Implement strategic and tactical initiatives as it relates to assigned teams.

 

Essential Skills

  • 2+ years people management experience
  • 2+ years IT Support Desk experience
  • Exemplary customer service

 

Assessment

All qualified applicants will receive an 40 minute assessment via email regarding management skills, leadership skills, typing and  basic MS Office Suite.

 

Intelliteach is an Equal Opportunity Employer dedicated to workforce diversity.

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