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Director, Service Desk & Quality Assurance
Comcast
Philadelphia, PA, United States
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Overview:
This role will be responsible for leading the operations of the internal Helpdesk, SupportNow, and apply continuous improvement to obtain an effortless and reliable experience for Comcast employees, contractors and partners. The ideal candidate will have experience managing multi-site and outsourced teams with the ability to measure expected service levels and constantly challenge all parties to improve the customer experience. This person will also have in-depth knowledge of helpdesk operations and ITIL functions centered on Incident, Problem, Change and Service Level Management. Candidate will have strong organizational and interpersonal skills with the ability to manage vendor partners to expected service outcomes and create an organization that can connect with and serve the customers. Candidate has excellent verbal and written communication skills to effectively manage/lead teams and interact with internal and external senior customers across the enterprise. Person will work with little guidance and deliver results in a timely manner.
Job Responsibilities/Position Summary:
Role (Duties): As a Director in this position, you will be the lead of our Comcast SupportNow team providing tier one technical support for all Divisions and Business Partners within Comcast. Support is expected to be available 24/7 with an Answer Call rate of 60-90 seconds.
The ideal candidate will find new and improved ways of delivering SupportNow services while either maintaining or improving upon current service levels. Person will identify new and innovative ways to drive down call volumes and ultimately expand services to other parts of the Comcast business. You will be part of a unique team within Comcast that is expected to support all aspects of Internal IT Services. The ideal person is not afraid of change and finds new ways to solve old problems. The ideal candidate will drive and Influence opportunities to increase quality, productivity and control related to the service delivery model and spearhead effective and efficient processes, training and tools for delivering premium quality customer experience. The candidate will also be responsible for teaming with his/her peers to determine how the SupportNow team can provide value in other areas of the company. The candidate will manage the quality of service metrics to ensure customer satisfaction. Person will work closely with the VP of IITS to strategize on future plans and determine future opportunities for growth.
Some travel will be required with advanced notice as defined by the various projects and support needs throughout the Continental United States and potentially the Philippines. Primary work location will be Comcast Center in Philadelphia. Person is expected to be available 24/7 via cell phone for emergency situations only.
Tasks:
-Identifies and helps to create training curriculum for new and current users of basic processes of the ticketing systems
-Drives initiatives to improve and align organization's quality of services, operating model and mindset
-Establish, measure and exceed service standards and key performance metrics
-Manages escalations, ITSM initiatives and projects
-Owns and manages the partnerships with key business stakeholders from divisions and corporate on business operations
-Able to lead cross-functionally and inspire technical people to 'wow' their customers;
-Acts as liaison between business and vendor to drive towards meeting business requirements
-Is familiar with Net Present Score for customer satisfaction.
-Determines and delivers metrics not only within the SupportNow organization but across the entire IITS organization
-Drives automation efforts both from within Comcast and with the vendor
-Owns and manages contract details and understands if and what might need to be updated
-Provides weekly updates to leadership and recommends courses of action to resolve any issues or concerns
-Owns process improvements initiatives and reports on metrics
-Owns the Customer Experience and drives continuous improvement efforts
-Performs other duties and responsibilities as assigned
Requirements:
-8-10 years' work experience in a Service Support related field.
-Strong Technology management background and Customer Service
-Remedy application knowledge preferred along with some ServiceNow skills
-Experience leading a small team both onsite and overseas (offshore experience required)
-Strong written and interpersonal communication skills
-Strong customer service skills in working with executive clientele
-Ability to troubleshoot and lead efforts to resolve problems
-Ability to define and document a strategy & roadmap for improving tier 1 support services
-Ability to work independently and manage own efforts
-High Emotional Intelligence, empathy with customers reaching out the Helpdesk and extremely determined to delight customers.
Comcast is an EOE/Veterans/Disabled/LGBT employer