This position oversees and supports the professionally staffed Service Desk personnel. Managing the performance of the Service Desk Analysts to ensure service levels are achieved and customer expectations are met or exceeded is paramount. Key responsibilities include: Performing quality assurance checks regularly of work activities performed by the analysts, providing coaching and guidance to ensure the highest possible customer satisfaction is delivered. Promoting and enforcing the proper usage of the IT Service Desk Management processes including Incident Management, Problem Management and Change Management.
Assist with interviewing and evaluating potential talent to build and maintain a highly effective team. Assessing the performance of existing associates and recommending improvement opportunities at both the individual and team levels.
Resource coordination to react/support unplanned situations. Providing leadership, guidance and point of escalation during problem situations. Collaborate with other IT Support Groups to achieve seamless operation, quick and decisive responses to all situations and facilitate consistent and comprehensive interaction amongst support teams. Follow up on open incidents to improve incident quality to ensure proper resolution details are captured so future reoccurrences can be reduced or eliminated.
Bachelor’s degree in Business Management or Management Information Systems with 7-10 years Retail Management experience or a combination of education/experience required
Strong understanding of Service Desk related best practices, policies, procedures and implementation experience
Ability to effectively communicate complex technical issues; proactively recommending improvements to processes and procedures
Ability to proactively identify and evaluate problems to determine root causes while escalating risk areas to mitigate their impact
Ability to quickly translate issues and service interruptions into an impact analysis and create a realistic corrective plan of action
Strong organizational skills to manage multiple shifts with varying coverage requirements
Ability to multitask and flex- prioritize in a dynamic corporate environment
Strong interpersonal, problem-solving and conflict management skills with the ability to establish and maintain effective, professional and harmonious relationships
Assertive individual, self-driven to achieve consistent performance improvement in self and employees
Problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts and draw valid conclusions
Deep understanding and knowledge of specialty retail systems and processes
Thorough understanding of all store systems, technology, and processes
Customer-service oriented; self-directed and motivated with strong analytical skills
Strong interpersonal skills and client consultation skills
Raeder Landree, Inc. (www.raederlandree.com) is a Pittsburgh based technical consulting and recruiting firm with its office located in the South Hills area of Pittsburgh, Pennsylvania. The Raeder Landree Team is very proud of the fact that we have been providing outstanding, quality-based Technical Solutions in the Pittsburgh/Cleveland/Akron/Youngstown areas since 1995.
Raeder Landree, Inc. pr...ovides Solutions expertise in Information Technology.
• Staff Augmentation (contracting)
• Direct Hire Placement
• Contract-to-Hire Option
Raeder Landree, Inc. works with clients to understand their unique business requirements and strives to become a valued proactive member of their team.
Candidates look to Raeder Landree, Inc. to provide opportunities to increase their technical expertise and career growth.
Current Client Industries being served:
• Heavy Metals
• Software Development
Our team of Account Managers and Recruiters are senior level professionals with over half the team having ten years or more experience with Raeder Landree, Inc. This experience is critical when working our Clients’ challenging engagements.
Raeder Landree, Inc. is very proud of its sourcing capabilities and maintains an active local proprietary database of over 50,000 professionals in the Pittsburgh/Cleveland/Akron/Youngstown areas with broad experience in many diverse environments. Our sourcing capabilities range from providing full project teams to a single individual resource to supplement our client's resident team.