In this role, you will collect metrics on the help desk and accounts performance for weekly and monthly reporting to management and customers. Will supervise four tier 1 help desk staff, eight tier 2 help desk staff, and three accounts staff.
In this role, the selected candidate will establish annual bonus plan KPIs, manage the teams performance and report progress on a regular basis; lead teams cash collection efforts with a target of no more than 2% past due over 5 days.
In this role, you will utilize computer applications and library equipment maintains current knowledge of system wide and location specific procedures, processes, policies, and operations. Utilizes e-mail, voicemail and other library technology to maintain open channels of communication.
In this role, you will monitors CRM Service Desk database and follows up with assigned personnel. Invokes problem escalation procedures to coordinate recovery. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems.
In this role, you will manage the day-to-day operation and help desk staff of multiple groups. Develop and schedule appropriate level of support. The successful candidate will also provide management guidance by directing, motivating, and developing staff.