- Lead a small dedicated Help Desk team in day to day activities.
- Track, gather and present monthly Help Desk Metrics to the client.
- Provide technical software problem resolution to all local and off-site computer users through email, phone, and desk-side support.
- Manage all production issues/defects including monthly reporting to the client.
- Support/Lead quarterly review of Help SOP documentation for updates to approved processes.
- Lead process improvement activities where needed by researching trends and patterns from customer interactions.
- Ensure adherence to all IT processes and policies for customer response, follow-up, and incident resolution.
- Develop and document new and existing procedures or processes that will result in improvements and/or documentation for archival purposes.