Responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment. Supports Risk Management; Problem Management IPTs; and other ITIL functions as assigned.
Act as escalation point for team and customers to ensure all issues are resolved in a timely manner. Resolves difficult issues with tact and diplomacy to ensure company policies and procedures are followed and future business relationships are maintained.
Document all key processes to ensure consistent performance and easy integration of new personnel. Ensure processes are communicated and adhered to. Communicates, follows, and enforces all divisional policies and procedures regarding sales and marketing standards for assigned groups.