Visa status: U.S. Citizens and those authorized to work in the U.S. are encouraged to apply.
Tax Terms: W2, 1099
Corp-Corp or 3rd Parties: Yes
Description
Fist level escalation contact ( SPOC) for all IT services and issues reported / escalated by end users .
¿ Supervise and mentor 10 + team members at Austin location
¿ Stays close to the customers and coordinates between Service Desk and Deskside support teams to resolve day to day tickets and issues .
¿ Communicate to Site manager / Deskside Manager/ Mobility Manager / PCLM manager and L3 engineering team to understand local conditions and service experience by the end users
¿ Make sure White glove support is provided to all VIP and C level users in the organization. Prepare Shift roster and plan resources for on call / out of office hours support for emergency services
¿ Daily attendance report to site manager . Input weekly and monthly service data and report to Site manager / DSS manager. Good in Excel , word and PowerPoint . Excellent in one of the ITIL based ticketing tool ( Service Now is preferred) .
¿ Excellent communication skills and flexible at work timings . Deskside Lead should ensure on call support to end users during weekend/ holidays.
¿ Responsible for end user satisfaction and report DSAT / CCST to DSS manager .
¿ Responsible for resource management , associates appraisal inputs to DSS manager / Site manager . Motivate team members and ensure team is delivering quality work to customers .
¿ Queue management , daily ticket analysis, ticket distributions to team members , Load balancing and report aged tickets to team members. Lead owns overall ticket repressibility of the Site until closure .
¿ Provide building wise health report , Resource comp off sheet / OT report to immediate manager / supervisor on timely basis
¿ Responsible to handle all project work / ad hoc request and plan resource accordingly .
¿ Conduct internal team meetings and participate in management meetings as needed.
¿ Responsible for team training / Balance score card and Knowledge article creation for team members.
