Deskside / Site Manager

Deskside / Site Manager

Requirements

• Experience overseeing delivery of end user support services in a global company.
• Experience managing and supporting a team of 5-10 support technicians to provide and maintain a high level of customer service and satisfaction.
• Experience delivering white-glove support for VIP users, making sure the team is providing prompt and exceptional service.
• Act as the primary escalation point for critical issues, facilitating timely resolution and maintaining exceptional communication throughout the process.
• CSI approach to assess the existing service, identify areas for improvement, and provide strategic recommendations to enhance overall performance.

Responsibilities

• Day-to-day management of all of Long View’s onsite end user support personnel.
• Manage and coordinate with Long View’s desk side resources and offsite resources.
• Assure Long View’s IT team is monitoring and responding to the client’s ticket queue.
• Work with Long View’s recruiting and management team to screen and interview resources and hire to fill client services resource roles for Long View’s onsite team in order to provide the agreed upon service to client.
• Ensure resources have a solid understanding of client’s culture, policies, practices and guidelines.
• Communicate status of incidents, plans for resolving incidents and completed incident reports to client.
• Offer expertise and insight into best practices that client may incorporate into the delivery of client services.
• Make recommendations on metrics that may be used to measure performance of services being delivered.
• Manage the processes, tools, best practices, and measurements utilized in delivery of Services.
• Emphasize the importance of quarterly Career Life Planning Sessions (CLPs), challenging your team members to develop their careers.
• Encourage team members to participate in quarterly training.
• Regularly deliver support, both career and life, positive feedback, constructive criticism and areas of improvement to each of your team members.
• Identify and mentor people interested in being successors to your role.
• Communicate with client on all items affecting team members, i.e. medical, absenteeism, vacation, and feedback.
• Act positive and upbeat in all client and team communication, being a source of optimism Promote the LVS culture within your team, leading by example.

Preferred Qualifications

• Committed to Long View’s four core values: Integrity, Competence, Value and Fun with a passion about total customer satisfaction and building a team.
• Customer-oriented, High energy, with high initiative.
• Pleasant on the phone and in possession of superior interpersonal skills.
• Interested in and knowledgeable about current news, system information, problems, changes and updates relevant to the IT user community.
• Passionate about creating a great client experience and willing to assist in other areas of the business.
• Excited about and willing to take 2 – 4 training events per year.
• Supportive and aware of following all LVS policies including our Health, Safety & Environment (HSE), Security Compliance and Respectful Workplace Programs.