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Job Description
What success looks like in this role:
Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
Monitor ticket queues and ensure SLAs and KPIs are consistently met.
Provide guidance and mentorship to team members, fostering skill development and performance improvement.
Act as an escalation point for complex technical issues and ensure prompt resolution.
Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
Conduct regular performance reviews
You will be successful in this role if you have:
BA/BS degree and minimum 3+ years’ relevant experience
Excellent verbal and written communication in...