We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
The Service Desk Lead is a member of the Customer Support team and is responsible for leading the team of first level technical support analysts. He or she is responsible for managing the day-to-day technology operations on the Level 1 Service Desk to ensure service levels are met and firm technology policies and procedures are followed. The Service Desk Lead will provide technical guidance and consultation to Service Desk Analysts as well as internal customers. The individual’s primary responsibility is to ensure that internal customers are receiving appropriate technical assistance. This includes the responsibility of managing procedures related to the identification and prioritization, and establishment and maintenance of strong customer relationships to align customer business needs with IT service offerings. He or she must have excellent customer service and communication skills, both written and oral, and must be able to communicate between technical and non-technical people at all levels within the Company.
Essential Duties:
1. Manage the L1 SD operation to optimize its efficiency and maximize support to the end-users.
• Supervise the operational level troubleshooting activity, identify cause of problems, and provide solutions to prevent further occurrences.
• Provide technical guidance and consults with other IT teams, Lines of Business, Senior Leadership, etc.
• Manage workflow, SLAs, OLAs, ticket assignment and metrics review.
• Maintain and ensure compliance to firm policies, procedures, and standards.
• Work closely with Service Desk Manager and support projects and initiatives, as well as M&As
2. Leadership
• Planning appropriate staffing levels.
• Interviewing, selecting, orientating and training new staff.
• Communicating performance expectations• Providing ongoing feedback, recognition, mentoring, and coaching.
• Delivering annual performance review.
• Creating career growth opportunities and employee development plans.
3. Customer Relations
• Manage, report, and identify improvement opportunities through monitoring of customer feedback through various channels (CSAT surveys, phone audits, requested escalations, etc.)
• Work closely within Information Technology to communicate customer issues/feedback and develop plans to incorporate changes, fixes, or improvements as identified
4. Change Management
• Participate in IT Change Management to ensure standard procedures are used for efficient and prompt handlingof all changes to IT Services to minimize impact of any related incidents upon service.
• Monitor, report on, and develop actions plans for IT trends including, but not limited to those related to deployments, upgrades, end user responsivity, incident management instances, and industry trends.
• Communicate changes appropriately to support, IT, lines of business, and end users as needed
5. Facilitate escalation within the Service Desk and Information Technology, conduct technical calls, and provide backup to support staff as necessary.
6. Other duties as assigned
EDUCATION
Bachelor's Degree in Information Systems, Business, Communications or related field or equivalent combination of skills and experience
EXPERIENCE
Overall 6+ years of experience, 1-3 years' experience providing direct user support in a call center environment required.
2-4 years strong hardware and software support background preferred.
You want your next step to be the right one. You’ve worked hard to get where you are today. And now you’re ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you’ll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM. Experience the power of being understood.
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