Mtm Technologies Work Values

Daily Duties at Mtm Technologies:

Manage 24 / 7 National Help Desk Support Center operation and personnel in support of our client's desktop/computer/voice/data/video/network systems and business applications; lead future development, enhancements and maintenance of call management/tracking systems and operating procedures. Responsible for operational leadership, enhancements and the overall performance of MTM’s National Help Desk operation. • Leading a team of customer service professionals responsible for providing solutions to customer issues, including service requests, complaints, and concerns with a customer base of at least 3,000 end users and/or processing of 10,000 tickets per month in a command center or headquarters environment. • Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. • Manages and prioritizes Help Desk activities for problem resolution, work scheduling, and quality levels of customer service. • Manager and analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. • Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. • Maintain liaison with Sales Team and all IT divisional operations and services to keep abreast of policy and procedural changes; contract changes, develop and review procedures for Help Desk operating/procedure manuals. • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. • Implemented new Incident Management System reporting systems that provides high-level management summaries on Help Desk performance and work status, and establishes strategic information for managing the overall Help Desk operation. • Implemented improved levels of communications with all Help Desk customers to better obtain information on their needs and to share status of Help Desk operations – resulting in improved levels of customer satisfaction with the Help Desk services provided. • Improved Customer Service Levels by 20% as a result of ITIL process improvements.

What they like about Mtm Technologies:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Help Desk Manager, Service Desk Manager, ITIL, Service and Support, Desktop, IT Manager

Skills

ITIL Service Improvement

These are some of the questions we asked our climbers about their experiences with Mtm Technologies: