ResponsibilitiesMonitor and distribute incoming tickets to ServiceDesk AgentsIdentify and assign priorities to incoming ticketsEnsure customer service is timely and accurate based on KPIs and SLAsMaintain quality KPIs on a healthy level, conduct actions when negative trends are detectedTrain and support ServiceDesk Tier I agentsMonitor Aged tickets and SLA violated ticketsDevelop daily, weekly and monthly reports on ServiceDesk team's productivityAnalyze data on ticket trends, performance, and business metricsBecome expert in our ticketing system and competent at training and developing others in the ticketing systemOther tasks as required, which may include afterhours / on-call dutiesSupporting a team of help desk techniciansCommunicating with clients and providing in-person and phone support, if requiredTroubleshooting and resolving technical issuesManaging escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II, Tier III and level 2 support IT groupsMaking recommendations to improve operational efficiencyContinuation managing existing services (OnBoarding, OffBoarding, Chat Support Appointments…)Lead and mentor the ServiceDesk Tier I team, fostering a culture of continuous improvement and excellenceDevelop and implement best practices and standard operating procedures for the ServiceDeskCollaborate with other IT teams to streamline processes and enhance overall service deliveryConduct regular performance evaluations and provide constructive feedback to team membersParticipate in project planning and implementation related to ServiceDesk improvements 
