Responsible for supporting the client/program to ensure services are delivered to meet customer business needs and expectations. Directs and supervises staff which are responsible for first level technical support, documentation, tracking, escalation, and follows up of all client incidents. Ensures staff has required technical and customer service skills and process knowledge. Assists in the development of incident management procedures and policies. Job performed with minimal supervision.

• Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements.
• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Assists with taking customer calls as needed.
• Assists with setting goals and objectives for the Service Desk Operations organization.
• Facilitates the day to day management of customer problems/requests/issues.
• Monitors incidents and ensures that Service Level Agreements are met.
• Identifies and recommends areas which need to be addressed by new or streamlined procedures.
• Performs follow up on incidents with customers as needed to ensure customer satisfaction.
• Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge.
• Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required.
• Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate.
• Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate.
• Clearly defines and communicates roles and expectations to supervised personnel.
• Responsible for monitoring employee performance and behavior, coaching, mentoring and taking corrective action as appropriate.
• Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination.
• Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.

Minimum Qualifications

• High School or GED credentials of completion; Bachelor's Degree preferred or equivalent relevant experience
• 5 plus years in the IT Operational areas (Service Desk, Operations, etc)
• 3 plus years computer operations/helpdesk
• 3 plus years' client service or public relations experience
• Experience with incident tracking system
• 0-2 years of management experience or experience as a team lead.

Other Job Specific Skills

• Service Desk background
• Understanding of Service Desk metrics and how they are applied to Operate / Supervise a service desk.
• Excellent customer service skills
• Excellent communication and interpersonal skills
• Strong Leadership skills
• Ability to remain calm and courteous in periods of stress
• Ability to work on several problems simultaneously
• Ability to work with broad range of experience levels
• Organized/strong administrative skills
• Willingness to work overtime and varying hours as required
• Basic operations and network skills
• Ability to organize staff and supervise workload for

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.