- Monitor and enforce SLAs and KPIs
- Provide training, coaching, and assistance to Service Desk Analysts
- Identify team strengths and weaknesses
- Assist management in QA Review processes
- Provide procedural and technical escalation support
- Review and approve technical escalations to Tier 3
- Action tickets by performing end-user PC and systems troubleshooting
- Develop familiarity with client contracts
- Assist in new hire on-boarding process
LeadershipCommunication SkillsProblem Solving+6 more