Service Desk Leadership Position
Há 4 dias
About Iptor Supply Chain Systems
We are a pioneering ERP software vendor committed to delivering cutting-edge solutions that empower our clients to streamline their operations and drive growth. Our product suite encompasses modern and legacy technologies, and we are undertaking a comprehensive development modernization initiative to update our tooling, processes, and development methodologies.
A Transformational Leader for Our Service Desk Team
We are seeking a transformational Service Desk Team Lead to oversee a team of customer support specialists who provide assistance to users of Iptor's Infrastructure and software products and services. The ideal candidate will be responsible for directing and managing the team, offering technical guidance and expertise, and engaging with customers directly to resolve escalated issues.
Key Accountabilities:
- Team Leadership: Directing and managing a team of customer support specialists, including recruiting, training, and development, expense evaluation, time-keeping accuracy, and performance management.
- Technical Assistance: Providing technical guidance and expertise to team members to assist them in resolving intricate problems and inquiries related to the software product.
- Customer Engagement: Engaging with customers directly to resolve escalated issues, gathering feedback, and ensuring a high level of customer satisfaction.
- Incident Response Planning and Analysis: Organizing the response to incidents by ensuring that the necessary resources, such as personnel, tools, and documentation, are available to address and resolve the issue promptly.
- Process Optimization: Continuously improving Global Customer Support processes and procedures to enhance efficiency, effectiveness, and resilience in responding to customer incidents and enhancing customer experience.
You Excel in This Role If You Have:
- Substantial experience in customer service management, with a history of successfully leading teams and achieving results.
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