11 feb
Tech Guru
Nuevo Casas Grandes
.Who We AreTech Guru - IT for Accounting Firms specializes in creating high-performance, secure IT environments tailored exclusively for accounting firms.
Guided by our core values—caring, accountability, responsiveness, and empathy—we deliver exceptional IT solutions that delight our clients.The RoleKey Responsibilities- Leadership & Strategy:- Inspire and lead a 24/7 remote service desk team with clarity, direction, and purpose.- Establish and maintain a strategic vision for service desk operations that aligns with organizational goals.- Promote a culture of accountability, continuous learning, and team engagement.- Act as an escalation point for high-priority issues,
ensuring timely and effective resolution.- Operational Excellence:- Implement ITIL best practices and ensure SOC2 compliance.- Develop and document policies, processes, and procedures to enhance operational efficiency and consistency.- Manage ticket workflows to ensure SLAs and KPIs are consistently met or exceeded.- Ensure accurate, thorough, and timely documentation of client issues and resolutions.- Team Development:- Hire, train, mentor, and retain top talent while fostering an inclusive and engaging work environment.- Conduct regular performance reviews, provide constructive feedback, and create tailored professional development plans.- Recognize and reward achievements, motivating the team to deliver exceptional results.- Client Focus:- Drive a "customer-first" culture, ensuring all interactions deliver outstanding service and delight clients.- Collaborate with the Professional Services and Client Success teams to ensure seamless service delivery and client satisfaction.- Monitor and analyze client feedback to identify areas for improvement and innovation.- Technical and Financial Management:- Oversee the team's technical work to maintain high-quality service delivery.- Manage budgets, including labor costs, while maximizing efficiency and ROI.- Maintain and track service desk performance metrics and report regularly to leadership.- Continuous Improvement:- Stay abreast of industry trends, emerging technologies, and best practices to drive innovation.- Identify and implement tools and processes to improve service delivery and team performance.- Proactively identify potential risks, resolve challenges, and adapt to evolving client needs
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.