Operations Management

• Ensure Service Desk policy & procedures are well documented and adhered to on a daily and weekly basis.
• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.
• Provides daily, weekly, monthly performance metrics to leadership teams driving focus and improvements.

• Ensure the right EUS engineer is working on right tickets.
• Tier alignment
• Operating system alignment
• Right skills/bandwidth
• Prioritization
• Ensure response time objectives for ticket and call handling are met.
• Ensure scheduled appointments are being performed and followed up.
• Ensure team members are properly escalating tickets in a timely manner.
• Ensure that team members are properly dispatching onsite as needed.
• Follow up on sub-standard CSAT surveys received from the clients, driving continuous improvement and updates to processes as needed.
• Alerts management on capacity and staffing re-allocation issues that may affect service.
• Ensures proper follow-up on stale tickets in a timely manner.
• Conduct Quality Assurance for EUS Calls/Tickets
• Help allocate resources from other teams as needed.

Team Management

• Lead the Service Desk function of a client service team comprised of EUS engineers daily.
• Manage support ticket triage, ensuring SLAs are met and exceeded.
• Directly assist with tickets during high volume
• Oversee tickets and call metrics, identify patterns, and make improvements based on data and staff feedback.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Participate in relevant review meetings for team members (e.g., performance)

Customer Service

• Act as the point of contact for PM/Service Desk Manager concerns and escalate issues related to tickets appropriately.
• Identify and promote opportunities to improve our processes and service delivery.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor's degree in information technology management/related degree or relative experience
• 4+ years of progressive Service Desk/Service Desk management experience required.
• IT management and/or supervisory experience required.
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communications and customer relations skills.
• Excellent documentation management skills.
• Strong and diverse technical skills with a willingness to be hands on as needed.
• Proven ability to communicate with both end users and executives.
• Willingness to go "above and beyond" to exceed customer expectations.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Tailors' communication appropriately within the team, the company, and clients.
• Exceptional analytical and problem-solving skills.
• Works well under stress, pressure, and deadlines.
• Thrives on working well with clients and provides exceptional service.
• Well-organized, self-directed team player.
• High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.
• Certifications HDI or ITIL a plus.

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Some travel will be required a few times a year to various hotels throughout USA and Canada.

REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legalduty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.