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Infojini Inc · 2 hours ago

Service Desk Manager

Lawrenceville, GA

Contract

Onsite

Senior Level, Lead/Staff

9+ years exp

Infojini Inc is seeking a Service Desk Quality Assurance Analyst responsible for ensuring the quality of service provided by the Service Desk. This role involves analyzing, evaluating, monitoring, and documenting support activities to maintain compliance with quality standards and best practices while enhancing customer satisfaction.

Information Technology

No H1B

U.S. Citizen Only

Responsibilities

Monitor and evaluate support activities, including call recordings, call scripts, and ticket quality, to ensure adherence to Service Desk standards

Develop and manage customer satisfaction surveys, standard operating procedures (SOPs), and knowledge articles

Track and provide visibility into quality issues, coordinating with the team to implement remediation processes

Build and manage KPI reports and dashboards to gain insight into IT operations and their impact on services

Report on daily, weekly, monthly, and yearly trends in Service Management to identify and address performance gaps

Investigate customer complaints and non-conformance issues, providing solutions and corrective actions

Prepare detailed reports to communicate quality outcomes and suggest improvements

Qualification

Quality AssuranceManagement ExperienceIT Infrastructure KnowledgeProject Management ProcessProblem-Solving SkillsCommunication SkillsOrganizational SkillsInterpersonal SkillsTechnical Mentoring

Required

Bachelor's Degree in a closely related field

Nine years of progressively responsible experience related to the information technology infrastructure field

Five years of management experience that includes managing a staff of personnel and the delivery of information technology-related projects or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job

Comprehensive knowledge of government and regulatory agencies policies/procedures from an infrastructure perspective

Knowledge of technology trends and developments in the areas of Network, Server and Security environments

Demonstrated expertise in a variety of the field's concepts, practices, procedures, policy, security technologies, standards, and networking architectures

Must be a critical thinker with strong problem-solving skills

Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to interact, communicate and relate security and risk-related concepts to technical and non-technical audiences

Strong management and organizational skills

Understanding for the Project Management Process