at Logicalis, Inc. in Downers Grove, Illinois, United States
Job Description
Job DescriptionSummary
Assists Service Desk Manager with day-to-day Service Desk operational tasks; ensures Service Desk customer expectations are met or exceeded and company objectives are met.
Essential Duties and Responsibilities
- Manages performance of services to customers (24X7, 365 days per year); ensures service levels are achieved in line with contracts and customers expectations are met or exceeded.
- Builds service relationship with customers and conducts service reviews for key customers.
- Reviews performance reports, service improvements, service quality and processes.
- Owns responsibility for all customer incidents or logged service requests; manages critical customer incidents associated with customer communications, activities and appropriate escalations; ensures Service Level Agreement's (SLA's) are met.
- Creates and maintains training documentation and technical troubleshooting documents; ensures Service Desk is fully using appropriate knowledge management tools and practices to provide effective and efficient service to customers.
- Interviews, hires, monitors, trains, coaches and terminates Technical Support Specialists as appropriate.
- Responsible for on call availability.
- Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
- Supports and conducts self in a manner consistent with customer service expectations.
Directly supervises Technical Support Specialist staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Education:
- Bachelor's Degree in related field.
- 3 years management experience with a staff of 10 or more; customer account management and support.
- Proficient use of all Microsoft Office applications and Call Center software.
Certifications
- Information Technology Infrastructure Library (ITIL) Foundation.
- Ability to adapt quickly to new technologies, systems and databases.
- Strong technical and customer interaction skills.
- Must be able to have business level conversation with customers and assist them in deploying solutions to meet business requirements.
- Self-starter with excellent organizational, administrative and interpersonal skills.
- Ability to multi-task and work in fast paced environment.
- Ability to successfully work as a team and independently.
- Detail oriented.
- Ability to follow through with tasks, projects, troubleshooting with minimal supervision.
- Outstanding oral, written, technical and business communication skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
