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Team Lead -TSC
Ref No.: 17-00342
Location: Chicago, Illinois
Position Type:Contract
Start Date: 07/31/2017
Team Lead TSC with 10+ years delivering timely quality technical support service which requires both knowledge of the software and hardware systems being supported and effective personnel management skills. Manage the performance of 20+ Level 1 and Level 2 agents' to ensure that service levels are achieved and customer expectations are met or exceeded. Creating and utilizing data analytics to define metrics/benchmarks, drive efficiencies and ensure standard and processes / procedures are followed. The candidate must be a strong team player and have excellent written and verbal communication skills.
Key Responsibilities included however not limited to:
  • Oversee the incidents and problem requests, manages and coordinates urgent and complicated support issues.
  • Develop/implement/support agent quality assurance program with results reported
  • Act as escalation point for all requests and incidents, develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization and determine root cause of issues and communicate appropriately.
  • Train, coach and mentor Service Desk Specialists (Level 1 / 2)
  • Build /obtain (from other departments) training material for support staff., schedule employees working times and provide backup support and interact with end users.
  • Provide data and reporting of KPI's and trends weekly, monthly and as needed.
  • Drive Ticket Deep Dive and develop strategies for improvement.
  • Monitor and manage phone queue (participating in escalated calls as needed).
  • Oversee Solutions repository and ensure top quality solutions are available to the staff.
  • Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization.
  • Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization.
  • Review survey feedback to improve services, tools and support experience.
Must be on site in Chicago, IL