Service Desk Lead

IMPORTANT NOTE: We will only process applicants who will submit their resume and cover letter via email to: Click to view

This is a permanent WFH employment. All government-mandated benefits are provided. We will only interview applicants that have experience. Please do not apply if you do not have experience in dispatching and scheduling technicians.

We are seeking a highly organized and proactive Service Desk Lead to oversee the efficient dispatching of technicians, manage customer requests, schedule service appointments, and ensure adherence to Service Level Agreements (SLAs). As a pivotal member of our team, you will play a crucial role in maintaining high levels of customer satisfaction through effective communication, coordination, and problem-solving.

Responsibilities:

Dispatching Technicians: Coordinate the deployment of field technicians to customer locations based on service requests and operational priorities. Ensure timely response and resolution to service issues while optimizing technician schedules and workload distribution.

Customer Request Management: Serve as the primary point of contact for customer inquiries, service requests, and escalations. Gather detailed information about service needs, assess urgency, and provide timely updates to customers regarding the status of their requests.

Scheduling: Develop and maintain a dynamic schedule for service appointments, ensuring efficient utilization of resources and alignment with customer availability. Prioritize tasks based on urgency, SLA requirements, and resource availability.

SLA Management: Monitor and enforce Service Level Agreements (SLAs) to meet or exceed customer expectations. Track key performance indicators (KPls) related to service response times, resolution rates, and customer satisfaction metrics.

Team Leadership: Supervise and support a team of service desk agents, providing guidance, training, and performance feedback to ensure the delivery of high-quality service. Foster a collaborative and positive work environment conducive to professional growth and development. Process Improvement: Identify opportunities for streamlining service desk operations, enhancing efficiency, and improving customer satisfaction. Implement best practices, tools, and technologies to optimize workflows and drive continuous improvement initiatives.

Reporting and Analysis: Generate regular reports on service desk performance, including ticket volumes, response times, resolution rates, and customer feedback. Analyze data trends to identify areas for improvement and make data-driven recommendations for enhancing service delivery.

Qualifications:
WFH experience
Proven experience in a Field service desk, with a minimum of 2 years.
Strong understanding of dispatching processes, scheduling techniques, and SLA management principles.
Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, technicians, and cross-functional teams.
Proficiency in service desk software, ticketing systems, and scheduling tools.
Demonstrated leadership abilities, including team management, coaching, and conflict resolution skills.
Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
Exceptional organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple responsibilities simultaneously.
Commitment to delivering superior customer service and driving continuous improvement initiatives.

IMPORTANT NOTE: We will only process applicants who will submit their resume and cover letter via email to: Click to view