Job Title : - Service Desk Shift Lead
Job Location : - Frisco, TX Rate: -$16/hr.
Onsite
Responsibilities for service desk lead *

• Maintain expert knowledge of the contracts which govern the in-scope services and manage/maintain the contract change processes as necessary * * Represent services during renewal/renegotiation processes as necessary * Provide financial stewardship of the budgets, both capital and operating expense where applicable, associated with the in-scope services to ensure Shire receives full value for financial resources spent * * Collaborate with customers, peers and partners to measure service quality, awareness of service offerings, educate on how best to leverage the services to achieve maximum benefit, identify new business requirements and trends that need to be incorporated into the service strategy and roadmap * * Develop and maintain, as part of the broader IT and End User Computing Strategy, the Service Desk strategy and ensure associated technical roadmaps, transition/transformation programs are well understood, included in annual/ongoing portfolio planning activities and delivered according to plan * * Train/mentor all team members on best practices in respective areas * * Oversee creation/maintenance of all procedures * * Continuously improve all procedures and processes * * Manage SLAs, metrics, and KPIs * * Maintain the master systems list as it pertains to the Service Desk and Provisioning teams * * Maintain the master systems list as it pertains to the Service Desk * * Interact with other teams across the company as necessary to achieve the objectives of the Service Desk * * Be an escalation point for all questions / issues impacting the Service Desk * Support Analyst performance and quality reviews * * Execute various projects/initiatives * * Ensure team executes client service request in accordance to SLA’s * * Follow up with service providers to ensure client requests are closed prior to SLA’s
• Mobilize and manage resources required to execute client requests * * Build and administer service level agreement reports to the business, and internal IT clients Qualifications for service desk lead * * Manage Service Desk / Knowledge Management and QUality * * Participate as necessary during audits several times a year * * Manage job templates that smooth the onboarding process * * Interact with other teams across the company as necessary to achieve objectives of the Service Desk * * Be an escalation point for all questions / issues impacting the Service Desk and Provisioning teamsr esponsibility
• Accepts change and adapts easily Learns quickly Multi-tasks Good temperament (patient, empathetic) Problem-solver Customer service approach Accepts personal accountability Self-motivated Team player Follows policies, procedures and guidelines Continually improves Calm under pressure

Skills for staff include:
Communication Listening, Writing, Verbal, Non-verbal, Questioning Knowledge Technical, Business, ITSM (useful) Customer service Troubleshooting, Problem solving Increased numbers of incidents and service requests resolved The potential to restore services faster The potential to improve customer satisfaction Provides an opportunity for analysts to educate customers to be more self-sufficient Time management Personal organizational skills Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to: Restore the customers technology to a functioning state Overcome communication barriers Enhance the customer and service desk relationship Improve first contact resolution rate Reduce the number of escalated calls Reduce lost customer productivity by reducing time to resolution

Job Types: Full-time, Permanent

Salary: Up to $16.00 per hour

Benefits:

• 401(k)
• Health insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)
• ITSM (useful) Customer service: 1 year (Preferred)
• Troubleshooting: 1 year (Preferred)
• customer care: 1 year (Preferred)

Work Location: One location

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