[Remote] Supervisor, Helpdesk-Service Desk

Note: The job is a remote job and is open to candidates in USA. TTEC is a company focused on enhancing customer experiences through a blend of technology and human interaction. As a Supervisor in Helpdesk-Service Desk, you will manage incident and problem management solutions, ensuring adherence to procedures and driving efficiency within the team. Responsibilities • Follow as well as modify if necessary our incident and problem management policies, processes and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents • Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system • Perform call reviews and develop plans to further development • Negotiate and prioritize work incidents [urgency vs. impact] • Drive and manage interactions with key primary vendors Skills • Incident Management and Problem Management experience operating under the ITIL framework process is required • Experience with CRM applications is required • Exceptional client interfacing skills is required • Experience managing and mentoring tactical and technical resources • Strong experience performing trend analysis and providing reporting metrics and data to show root cause • Prior experience generating Standard Operating Procedures and Process Flows • Call Center Operations Management experience is preferred Company Overview • TTEC is one of the technology and services innovators that provides end-to-end, digital CX solutions. It was founded in 1982, and is headquartered in Englewood, Colorado, USA, with a workforce of 10001+ employees. Its website is Apply tot his job