Service Desk Manager / Workforce Manager

Company Name:
ATS (Advanced Technology Services)
We have an immediate and challenging opportunity for a Service Desk Operations Manager/Workforce Manager located in Peoria, IL.


Lead the ATS Service Desk business at the site level, build rewarding customer relationships, build a high performance team, and own the financial responsibility of both revenue and growth while managing the operational budget. The successful candidate will lead a team of supervisors and highly skilled technicians in a fast paced, high growth, results oriented environment that meets the needs of our clients through agreed upon service levels while ensuring customer satisfaction levels are met.

Principal Duties/Responsibilities:
Drives the ATS Service Desk strategy at the site level.
Designs, implements and executes site level IT Service Desk under the direction of the Director of Technical Operations. Acts as primary customer contact for the site and manages site escalations. Responsible for communicating with the customer through daily, weekly, monthly meetings. Conducts a formal monthly review of SLA's and performance matrices with customers and interfaces with customer leadership.
Leads the ATS team at the site. Manages employee performance and development. Works with individuals on career planning, training, skills development, and ongoing one-on-one communication.
Manages financial performance of the site (revenue, expenses, and profit) to achieve set objectives. Works with team to investigate and develop cost savings opportunities.
Develops and maintains business relationship with all ATS business units to utilize their services.
Builds and maintains relationships with customers in order to maximize profitability, and exceed customer satisfaction goals.
Adds value to customers by aligning ATS site goals with their business objectives.
Analyzes and reports on SLA's and KPI's (key performance indicators) including analysis for root cause. Delivers on related action items, removes barriers, and addresses issues.
Drives and fosters an environment of continuous improvement methodology based on ITIL best practices to improve operational efficiencies and promotes cost savings at the site location.
Recommends performance improvements to customers based on performance metrics and trends
Works with Sales team to develop opportunities for increasing sales and renewing contracts.
Leads the Site Safety Program.

Knowledge, Skills, Abilities, & Behaviors Required:
Bachelor Degree from a four-year college or university and a minimum of five years of experience in a related field, or an equivalent combination of education and experience.
Strong communication skills - verbal and written.
Proven track record of Call Center management with a history of performance improvements
Previous experience with continuous improvement methodologies, such as Six Sigma or ITIL preferred.
Strong computer skills, including Microsoft applications, web-based applications, and CMMS software.
Geographic mobility required.
May be required to travel approximately 20% of the time.

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