Job description

Manages the daily activities, monitors processes for improvement opportunities and ensures they are being followed. Resolves problems, arrives at possible solutions, and empowers staff to handle calls and tickets from start to finish. Available and equipped for escalations, by arriving at win-win scenarios. Tracks issues and has knowledge of change management. Responsible for service level agreements and response time to resolution for optimal results. The position will master the process and procedures for the IT Concierge Desk Tier 1, Tech Support Workstation functions, and Tier 1 Audio Visual Support.

Duties and Responsibilities:

 Responsible for day-to-day operations of the Headquarters IT Concierge Desk
 Responsible for providing timely and high-quality service and solutions to all customers
 Handles escalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager
 Reports on key performance measures to evaluate staff performance
 Responsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team
 Ensures that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit

Education:

Associate Degree or Technical Institute Degree/Certificate in relevant fields, or equivalent work experience in customer service and /or quality assurance, lead role experience

Experience:
5+ years in an Enterprise/high demanding customer support environment

Job Types: Contract, Temporary

Pay: From $25.00 per hour

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Ocoee, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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