Service Delivery Manager

Service Delivery Manager

Service Delivery Manager


Job Type: Full-Time
Location: Duluth, GA
Last Updated: 02/01/2012
Post Date: 02/01/2012




Job Description:

Job Summary

Responsible for managing help desk personnel, client communications, reporting, customer service, and maintaining quality standards.

Principal Responsibilities: (Essential Function)

. Manage to and achieve client business requirements as outlined in customer service agreement.
. Manage day-to-day helpdesk customer support function.
. Manage call load, maintain skill/resume management.
. Manage and insure adequate staffing levels.
. Schedule and insure adequate support coverage among helpdesk staff.
. Ensure and maintain production efficiencies.
. Supervise helpdesk technician's performance.
. Foster and develop a 'partnering' relationship with helpdesk and clients.
. Responsible for meeting and exceeding client service levels.
. Monitor and insure the timely completion of all request or problems.
. Ensure that all calls are logged accurately and in a timely fashion in the helpdesk database.
. Ensure that reference library and documentation is available and properly maintained.
. Generate daily management call statistics and reporting.
. Monitors call performance.
. Document standard operating procedures pertaining to the helpdesk operation.
. Facilitate staff meetings.
. Provide ongoing training of helpdesk staff.
. Ensure effective communication among other support groups within the department and company.
. Coordinate support efforts with other groups when necessary to insure proper service levels are met.
. Serve as project manager when appropriate.
. Participate in helpdesk technician training.
. Assist in technician quality assessment
. Administer performance reviews.
. Administer and maintain accurate attendance records.
. Participate when necessary in client conference calls.
. Manage call escalation processes.
. Manage overtime forecasting and schedule adjustments as required to ensure adequate coverage.
. Work with Accounting and Human Resources for the processing of related paperwork including timesheets and overtime submittal for help desk technicians (temporary and full time).
.

Job Requirements

Skills

. Remedy call management and services experience
. Subject matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
. Excellent oral and written communication skills
. Superior organization and prioritization skills
. Proven project management skills.
. Sound knowledge and practical understanding of standard software packages including: Windows, Microsoft Office, Lotus Notes and various hardware platforms is required.
. Strong interpersonal skills
. Pharmacy experience preferred.


Education

. Bachelors Degree Business, Computer Science, related discipline or equivalent combination of professional experience.

Experience

. Minimum of 5 years of management experience supervising helpdesk / call center technical customer service environment.
. Extensive personnel management experience leading large teams in a fast-paced environment
. Internal candidates should posses 1+ years in a TAS or supervisory role.


Working Relationships
Internal and externally with customers


Competencies
Adaptability, Analysis, Customer Service Orientation, Delegation, Developing Others, Entrepreneurial Insight, Functional Job Knowledge, Initiative, Interpersonal Consideration, Judgment/Decisiveness, Leadership, Management Control, Managing Stress, Meeting Management, Negotiation, Oral Communication, Oral Presentation, Organizational Perspective, Participative Management Orientation, Performance Management, Persuasiveness/Influence, Planning and Organizing, Quality Orientation, Staffing, Strategic Planning, Technical/Professional Competence, Vision, Work Standards, Written Communication.

We are proud to be an Equal Opportunity Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.