Supervisor, Helpdesk-Service Desk

TTEC • Harrisburg, PA • 4h ago

Description - External

Your potential has a place here with TTEC's award-winning employment experience. As a Supervisor, Helpdesk-Service Desktop working remotely in the US, you'll be a part of bringing humanity to business. #experienceTTEC

Description - External

What You'll be Doing:

You'll provide incident management and problem management solutions and help drive change to the existing incident management process.

Using a consistent and pragmatic approach you will be responsible for ensuring resources are following our standard operating procedures and process flows, create efficiencies, while managing tactical and technical resources.

During a Typical Day, You'll:

Follow as well as modify if necessary our incident and problem management policies, processes and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents

Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system

Perform call reviews and develop plans to further development

Negotiate and prioritize work incidents [urgency vs. impact]

Drive and manage interactions with key primary vendors

What You Bring to the Role:

Incident Management and Problem Management experience operating under the ITIL framework process is required

Experience with CRM applications is required

Exceptional client interfacing skills is required

Experience managing and mentoring tactical and technical resources

Strong experience performing trend analysis and providing reporting metrics and data to show root cause

Prior experience generating Standard Operating Procedures and Process Flows

Call Center Operations Management experience is preferred

Supportive of your career and professional development

A global team of curious lifelong learners guided by our company values

Compensation:

The anticipated range is $XXXXX annually. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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