Job Description
**Position Overview**
The Technology Service Desk Controller is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Service Desk provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
**Key Responsibilities**
**Vendor Oversight & Governance**
+ Serve as the primary liaison between the organization and the outsourced Service Desk provider.
+ Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
+ Coaching the Service Desk on proper process, troubleshooting, resolving issues holistically, contributing to knowledge, and driving users...
The Technology Service Desk Controller is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Service Desk provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs),continuous improvement across service delivery processes, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience.
**Key Responsibilities**
**Vendor Oversight & Governance**
+ Serve as the primary liaison between the organization and the outsourced Service Desk provider.
+ Monitor daily operations of the vendor-run Service Desk to ensure alignment with contractual obligations and SLAs.
+ Coaching the Service Desk on proper process, troubleshooting, resolving issues holistically, contributing to knowledge, and driving users...
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