Service Desk Manager Frontline Managed Services
• Created documentation and coached the personal development of Team Leads and IT Service Desk Analysts to meet KPIs through behavior-based coaching.
• Interfaced with clients to align objectives with company policies and contract requirements, including policy development, complaint remediation, and proactive issue identification.
• Analyzed KPI metrics to develop processes that minimize human error.
• Created and maintained a Knowledge Base based on provided handling instructions and common issue resolutions identified by analysts.
• Reviewed daily staff scheduling based on business demands and labor requirements.