Service Desk Lead

Job Title: Lead Technical Help DeskrnLocation: Salt Lake City, UTrnOpenings: 2rnrnJob Description:rn• 3-4 years of Experience of handling a team of 15 to 20 agents delivering Service Desk services. rn• Proficient in Customer Management, Service Delivery Management and Customer Management. rn• Eye for detail in identifying improvement in existing processes and continuous improvement projects. rn• Good Knowledge on areas of Knowledge management, Cal Quality Management, Training, Operations (Regular/BCP), Service level management are key attributes that the candidate should have. rnRequirements: rn• Experience managing a span of 20 to 25 Agents in a Service Desk Environment rn• Experience with tools like Remedy / Service Now a plus rn• Quality Certification a Plus rn• People metrics and management rn• Stakeholder management is key requirement, understanding the scope to work towards improvements rn• Managing Reporting rn• Understanding of Metrics/KPI's and SLA's rn• Excellent interpersonal and communication skills