The Director of Operations is responsible for managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
The Director of Operations is also responsible for planning, designing, and analyzing the organization?s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
The Director of Operations is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Director of Operations will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Prospective Time Allocation:
85% Managing the quality of the service delivery/operations, organizing and managing the utilization of the service/technical staff, and organizing service staff efforts to meet committed SLA?s
10% Implementing & managing policies and procedures
5% Evaluating tools and their uses within the service department
Duties and Responsibilities:
Provide point of contact for escalated customer technical issues
Provide technical assistance to service engineers. This process includes strategies and guidance but does not require direct hands-on support with customers or end users.
Develop and maintain relationships with customers that further enhance < >?s positive reputation through exceptional customer service.
Maintain a professional and clean appearance.
Participate in ongoing training and attainment of various manufacturer and software certifications.
Develop personal skills to work efficiently as the service manager of the Service Department.
Participate in company-sponsored job related activities.
Job Type: Full-time