Manage support of Secure PCI, Secure Connectivity and circuits for ANX customer, leading in Customer Satisfaction efforts and service effectiveness for ANX. This includes supporting firewalls, PCI Portals, circuits, and VPN services with internally staffed Service Desk for customers across retail/automotive and healthcare industries. Report on the performance of internal and external support services, overseeing the handling of customer contacts (calls, emails and chats) in accordance to agreed SLA’s. Coordinate activities across discrete business and functional areas and communicate effectively across the organization. Possess a strong attention to detail, excellent relationship management skills, and the ability to effectively facilitate handling of customer related issues.

Reports to: CIO

POSITION PURPOSE:  Manage all day to day aspects of service desk, customer handling and support processes.

MAJOR RESPONSIBILITIES/ACCOUNTABILITIES:

A.  Essential functions/duties of the position:

Service Desk Management

• Manage a team of 18 people
• Manage overall Service Desk performance (Customer Satisfaction, Average speed to answer, SLA attainment, quality, scheduling and cost)
• Serve as customer support single-point of contact
• Manage Service Desk support for SecurePCI, Firewalls, circuits, PCI Portal, VPNs, PPro, and all services provided by ANX.
• Oversee customer support related requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents from external customers. Develop and continually improve phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to external customers.
• As needed, schedule employees working times and provide backup support. Interact with external customers on support concerns or questions.
• Provide data and reporting of KPI’s and trends to CIO and sales in ad-hoc, weekly, monthly and as needed.
• Drive Ticket Deep Dive and develop strategies for improvement.
• Monitor and manage phone/chat/email queues.
• Participating in escalated calls as needed.
• Oversee knowledge base and ensure quality information is available to the staff.
• Monitors Service and Business Level Agreements to set expectations and measure performance.
• Advise management on situations that may require additional client support or escalation.
• Manage process forcommunicating outage/emergency activities to the organization
• Review survey feedback to improve services, tools and suppport experience for external customers.

Level 1 and 2 Support Services

• Manage support tickets through their life cycle ensuring all tickets are confirmed complete and resolved by the customer.
• Serve as single-point of contact, establishing, maintaining and managing customer and various internal departmental expectations regarding support process.
• Develop efficient support / ticket handling process.
• Provide a weekly report on support metrics for management review and address customer satisfaction issues with management team.
• Manage CSP’s for providing weekly/monthly reports on customer support, tickets and SLA metrics
• Plan, monitor, and control support tickets throughout their lifecycle.
• Report support / service desk status and performance data as required to management and stakeholders.
• Oversee staff activities. Builds training material for support staff.
• Motivate workforce to achieve best-practice support services performance through proper tool utilization and process consistency.
• Directly supervise support staff ensuring resource skill sets are in alignment with required technology.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
• Develops an effective and workable framework for managing and improving customer support in the organization.
• Identify and implement continuous improvements that support customer satisfaction and efficiency gains in provisioning operations.
• Manage vendor relationships required for Service Desk operations.

B. Other responsibilities/accountabilities (marginal functions):
Support technical management team on other projects as needed