Job Seekers, Please send resumes to resumes@hireitpeople.com Detailed Job Description: Experience in enterprise/highly demanding customer support environment (5+ years); Experience in operations of the Headquarters IT Concierge Desk (Tier 1); Experience with working varying shifts; Experience with services staff and users/customersto ensure that service and delivery objectives are met; Experience with quality assurance and performance assessment experience on key performance measures Experience planning and coordinating Concierge service objectives and service delivery; Experience withescalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager; Experience in change management; Experience in leadership roles; Experience with Outlook, Word, and Excel; Experience with meeting platforms; Experience with workstation support functions; Experience with IT service management; Experience with PM fundamentals (preferred); SharePoint administration experience (preferred); Associate Degree or Technical Institute Degree/Certificate in relevant fields, or equivalent work experience in customer service and/or quality assurance, lead role experience

Job Responsibilities:

Beresponsible for providing timely and high - quality service and solutions to all customers; Coordinate daily activities to resolve problems and resolve change management issues; Monitor ticketing queues and ensures Service Level Agreements are met; Report on key performance measures to evaluate staff performance; Be responsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team; Work to improve work processes and improve on efficiencies; Participate in the Clients staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items; Partake in technology research, evaluation, and quality checks and balances; Ensure that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit; Streamline the support that is provided to staff and customers; Telework may be required; Have excellent verbal and written skills; Perform other duties as assigned both onsite and remotely.