Service Desk Team Lead

A close affiliate of Doosan Bobcat, Doosan Digital Innovation America, LLC (DDIA) is the primary provider of managed IT services to the world-famous Bobcat Company.  Beyond Bobcat, DDIA provides IT services to a wide variety of Doosan affiliates all over the world.
Location : West Fargo, ND
Job Information
The Service Desk Team Lead is responsible for leading a team of Service Desk analysts to deliver exceptional customer service and support. This role requires strong leadership skills, the ability to motivate and coach a team, and a customer-focused approach to meet and exceed Customer Satisfaction and Quality goals. The Service Desk Team Lead plays a critical role in ensuring the company's customers receive exceptional service and support. This position offers an opportunity to lead a team, drive process improvements, and contribute to the overall success of the organization's customer service function.
Role & Responsibility
Team Management:

•  Lead and manage a team of Service Desk analysts, providing guidance, coaching, and support to ensure high-quality service delivery.
• Assign tasks, set clear objectives, and monitor team performance to achieve customer service targets and KPIs.
• Conduct regular team meetings, performance evaluations, and individual development plans to foster a positive and motivated work environment.

 
Customer Service and Support:

• Ensure the team delivers exceptional customer service and support to customers, responding to inquiries, complaints, and requests in a timely and professional manner.
• Oversee the resolution of customer issues, escalating as needed to ensure prompt resolution and maintain customer confidence.
• Develop and maintain customer service standards, policies, and procedures to ensure consistency and quality of service.

 
Technical Expertise:

• Possess a strong understanding of the company's products and services to provide expert-level support and guidance to the customer service team.
• Stay up-to-date with industry trends and best practices to recommend improvements and implement innovative solutions in service delivery.

 
Customer Feedback and Metrics:

• Implement feedback mechanisms to continuously improve service quality and customer experience.
• Monitor customer service metrics, including call volume, response time, and customer satisfaction, to identify opportunities for improvement and optimization.

 
Process Improvement:

• Identify opportunities to streamline and optimize customer service processes and workflows, enhancing efficiency and effectiveness.
• Collaborate with other departments to develop and implement standardized procedures, knowledge base articles, and self-help resources to empower customers and reduce ticket volume.
   

Job Requirement
Bachelors Degree - Business Administration, Marketing or related field

• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory capacity.
• Strong technical knowledge of the company's products and services, as well as customer service best practices and techniques.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and stakeholders at all levels.
• Strong problem-solving and decision-making abilities, with a proactive approach to resolving issues.
• Experience with CRM systems and customer service tools.
• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory capacity.

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-241-8700.
 
Doosan Digital Innovation America, LLC is interested in every qualified candidate who is eligible to work in the United States. However, we will not provide sponsorship or support for any immigration status for this position.
 
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Nearest Major Market: Fargo