Manage the IT support desk team members and evaluate performance against established expectations
Oversee all aspects of IT Customer Support Operations and Endpoint Infrastructure operations including plans, implementing, deployment, support, and maintenance functions
Will be in consultation with IT senior management - establishes, communicates, and monitors IT support initiatives
Recommend and influence current and future state support models
Develops and manages relationships with existing and new vendors
Ensure the team handles customer service requests (tickets) in a timely and complete fashion
Recruit, hire, train and support the IT service desk engineers
Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of help desk engineers to the management team
Demonstrate high level of Account management skills; Achieve monthly & quarterly sales targets (Leads Target) and
Initiate and maintain regular customer contact and maximize the sales.
Develop, manage and drive demand generation activities through referral, direct client meeting, tele calling.
Demonstrate excellent management skills, with a proven ability to track progress and undertake the required follow-up to maximize lead conversionEnd-to-end ownership of target client search, identification & pursuing the leads to generate revenue.