Lead all activities of customer service staff to excel in department and individual objectives, provide staff with a clear sense of direction and purpose, communicate with staff effectively and in a timely manner, and regularly utilize a variety of recognition tools.
Lead the Service Desk function and team in a hands-on manner – getting involved in tickets, issues, and customer interactions.
Continually assess service desk individual and group productivity.
Lead service desk team meetings to keep staff apprised of events and procedures.
Maintain a high degree of customer service for all support queries and adhere to all service management principles, including ITIL v3.
Contribute to Performance Appraisals for Support Services staff as necessary.
Monitor the helpdesk queue within Zendesk to ensure issues are resolved within SLAs.
Ensure that all work is verbosely logged and tracked through Zendesk system.
Lead process improvement initiatives for Desktop Services.
Lead innovation efforts to introduce transformational products, services, and processes to the customer base.
Develop and implement innovative initiatives aimed at improving the customer experience.
Assist in setting direction in identifying and implementing process improvement opportunities.
Design and implement road map needed to drive operational success within workplace IT.
Meet with representatives from user departments to identify needs and assist in the coordination of service desk activities.
Develop Project Plans and identify key deliverables, milestones, and resource requirements.
Accountable for performing all functions related to supervising a staff, including interviewing and hiring, training and coaching, and evaluating performance.
Other duties, as assigned.
Degree or certification in IT field (be ready to discuss your knowledge).
6 years of increasing responsibility and experience in an enterprise IT helpdesk, plus four years in a leadership role.
Fundamental understanding, hands-on experience, and ability to act as the owner for Office 365, Anti-Virus, and Patch Management tools.
Apple and PC workplace support
Proactively design and implement runbooks for continuous improvement.
Demonstrated ability to lead a team with influence, and show by example – using outstanding interpersonal skills, collaboration, and negotiation skills.
Strong analytical and organizational skills and demonstrated ability to understand both the macro and the micro view of a situation.
Ability to instill a culture of service that places our internal customers first. Develop KPIs and metrics to measure service levels. Implement proactive maintenance processes for desktops, laptops, and printers.
Proven experience implementing service desk automation for issue tracking and self-support portals. Build automated workflows to improve the quality and speed of common support requests.
Must be able to work outside of core hours, as business conditions necessitate (e.g., implementation of new functionality, end-user systems roll-out, etc.).
Basic knowledge of Quality Management Systems (ISO 9001:2015) and Environmental Management Systems (ISO 14001:2015), as applicable.
Karma Automotive is a producer of luxury electric vehicles founded in 2015. Headquartered in Irvine, California with an assembly plant located in Moreno Valley, California, Karma sells vehicles via its dealer network of locations in North America, Europe, South America, and the Middle East.