ServiceTec

General

• Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service.
• Monitor Service Desk request trends and produce analytical reports.
• Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule.
• Maintain constant availability to address urgent matters as they arise.
• Lead staff development through coaching, mentoring, and training sessions.
• Direct the creation and management of training policies and procedures for Service Desk personnel.
• Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.
• Uphold and champion the ServiceTec 'culture of service' in all professional interactions.

Service Desk Team Lead

Analyst

• Provide first-level technical support for all issues reported to the service desk.
• Troubleshoot computers and printers, creating tickets.
• Deliver essential IT support at Salt Lake City International Airport (SLC).
• Mix of local help desk and remote service desk responsibilities, contributing to seamless systems support.

Service Desk Analyst – Part-Time

Business Development Rep

• Responsible for the selling of Managed IT Services to New Target Airports and Airlines throughout Europe
• Proactive approach to business development, pipeline management, and negotiation of high-value contracts
• Build strong relationships with executive-level stakeholders
• Demonstrate the tangible value of IT solutions within the aviation sector

Service Desk Team Lead

Service Desk Analyst – Part-Time

Business Development Manager, EMEA