Service Desk Operations Manager
hace 12 horas
Job Summary
We are seeking a highly experienced Service Desk Operations Manager to lead our Service Desk team at Cpi Aim De Mexico. The ideal candidate will have a strong background in IT service management, customer experience, and team leadership.
Key Responsibilities
- Develop and implement service desk strategies to improve customer satisfaction and experience
- Lead a team of service desk agents to ensure excellent customer service and support
- Collaborate with cross-functional teams to resolve complex technical issues and improve service desk processes
- Develop and track key performance indicators (KPIs) to measure service desk performance
- Implement process improvements to increase efficiency and productivity
- Provide coaching and training to service desk agents to enhance their skills and knowledge
- Develop and maintain service desk documentation and procedures
Requirements
- 6+ years of experience in service desk management or a related field
- ITIL V4 Foundations certification or equivalent
- Advanced knowledge of Windows Front-End Environment, ticketing systems, and ITIL framework
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Fluent English and Portuguese language skills
What We Offer
- A dynamic and supportive work environment
- Opportunities for professional growth and development
- A competitive salary and benefits package
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