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Job Information
Job title

Customer Care Manager - Desktop Support Practice

Company SEI Information Technology
Wage Not specified
Location United States, North Dakota, Fargo
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 12/19/2004
Description
Responsibilities:
? Manage daily operations to meet or exceed client Service Level Agreements (SLA?s) and service delivery expectations
? Analyze performance data to identify and adjust for trends in order to add value for SEI?s customers
? Proactively analyze operational processes, escalation processes and training needs to identify opportunities for service delivery improvements and increased efficiency
? Recruit, recognize, reward and retain exceptional leadership talent within the organization
? Responsible for contributing content and cost estimates for proposals and Statements of Work (SOW) for new business
? Contributes to the realization of personal, practice, division and corporate goals and objectives

Requirements:
? Previous technical Help Desk experience in a corporate environment is required
? Strong technical skills, including Active Directory, MS Exchange, and Lotus Notes
? Comprehensive knowledge of Help Desk best practices, including SLA Management, Call Flow Management, and Knowledge Management
? Help Desk Institute and/or ITIL certifications are desired
? Strong leadership, coaching, and interpersonal skills
? Solid project and time management skills
? 7-10 years operations, budget, and project management experience with a track record of meeting and exceeding assigned goals
? Excellent verbal and written communication skills
? Ability to work in a fast paced environment handling multiple projects simultaneously
? Strong client management and relationship building skills
? Legal Help Desk experience a plus, but not requireddf-tc

Experience/Skills
See Above

Other desired skills:
Customer Care Manager - Desktop Support Practice
This job has expired.