This manager will implement departmental plans and prioritize work in this teams to meet demand driven by the business and ensure that support goals are met. The manager will ensure that the L2 Support team manages support Incidents and requests using best practices.
- In coordination with the ITIL Process Manager implements processes to continually improve the functions of the L2 Support team to provide superior support to the organization.
- Works with Service Desk Manager to provide support and training of Service Desk staff.
- Will ensure that the team creates Knowledge Articles to allow First Call Resolution at the Service Desk.
- Implements departmental plans and prioritizes to meet demand.
- Leads engagement initiatives.
- Manages employee performance through planning, establishing expectations, encouraging