Typical Responsibilities/Tasks:
• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization.
• Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support.
• Serve as the senior escalation point for complex customer service issues.
• Establish operational goals, performance objectives, and customer service standards.
• Ensure consistent delivery of high-quality technical support services across the organization.
• Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands.
• Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes.
• Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Monitor ticket queues and workload distribution to optimize service delivery.
• Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction.
• Lead Major Incident response activities and coordinate communications during service disruptions.
• Collaborate with Change Management teams to minimize user impact during system changes.