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Parsippany, New Jersey - USD Full Time Posted: Wednesday, 16 May 2018
Responsibilities: The IT Service Center Team Leader will analyze and evaluate operational performance metrics for the IT Service Center, identify trends, and make recommendations to enhance and improve service. The role will also supervise the day to day operations, coordinate staff scheduling for optimal coverage, monitor call queues to meet service levels and provide workforce management. S/he will provide feedback and coaching to the IT Service Center staff through the process of quality monitoring with regularly scheduled coaching sessions to ensure high levels of customer service and performance standards are met.
The Leader will be responsible for preparing PMP documentation and delivering performance review discussions to staff. The position will perform coaching and feedback discussions on an ongoing basis following the IT Service Center performance delivery guidelines, develop and maintain standard measures, and provide reporting for visibility into the performance of the team to promote world class customer service. Lastly, this position will develop and maintain partnerships with internal business unit owners and external vendors.
  • College Degree preferred
  • 5 years of experience in general IT support and service function
  • Multiple team/Remote location supervisory or leadership experience required
  • Strong presentation skills
  • Ability to build and maintain business partnerships
  • Strong analytical skills
  • Ability to perform basic financial analysis
  • Ability to work with little day to day supervision
  • Strong communications skills (verbal and written)
  • Strong planning skills
  • Ability to approach technical challenges from a business perspective
  • Familiarity with basic elements of Information Technology infrastructure preferred
  • Familiarity with PC operating systems and hardware preferred
  • Mandarin, Cantonese language skills (Speak, Read, Write) preferred

Parsippany, New Jersey, United States of America
Tiffany & Co.
Tiffany & Co.
5/16/2018 1:43:24 PM

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