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Service Desk Manager

hace 2 meses

Guadalajara, Jalisco, México Noralogic Contrataciones A tiempo completo

Job Summary

Noralogic Contrataciones is seeking a highly skilled Service Desk Leader to join our team. As a Service Desk Leader, you will be responsible for leading a team of technical support specialists and ensuring that our clients receive exceptional service.

Key Responsibilities

  • Technical Skills
    • Client Technical Service Awareness - Intermediate
    • Technical Troubleshooting - Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc. - Advanced
    • Technical Troubleshooting - Account Management/password reset - Advanced
    • Technical Troubleshooting - OS - Advanced
    • Technical Troubleshooting - End Devices - Advanced
    • Ticketing Tool - Advanced
    • Contact center platform reports - Expert
    • MS Office - Advanced
    • Contact center platform operating skills - Expert
  • Leadership
    • Supervise and review Service Desk activities
    • Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
    • Place hiring request and conducting interviews
    • Work with HR and support groups to improve employee retention and satisfaction
    • In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
    • Root cause analysis, tracking and reporting of escalation and SLA misses
    • Attend change meetings and analyze potential impact to Service Desk operations
    • Performance appraisal and normalization
    • Participate in calibration and collaboration meetings with support function leads
    • Conduct new hire technical and account specific training based on the requirements
    • Create, maintain, and update account training plan

Requirements

  • Troubleshooting - 3 years (Required)
  • POS system - 3 years (Required)
  • Service now - 3 years (Required)
  • HTML, CSS, SQL, JS - 2 years (Required)

Language

English - Advanced (Required)

Licenses/Certifications

Systems, Informatics, etc. - Completed (Required)