Mike Gordon
i t Helpdesk Support Team Leader @Long View Systems
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WORK HISTORY
i t Helpdesk Support Team Leader @Long View Systems
Calgary, AB, CA
The main purpose of my role was to oversee and lead an I.T Service Desk with a team of consultants and partner with the Client Services Manager and Client(s) to ensure a high level of service delivery and client satisfaction.General Responsibilities. Provide coaching and mentoring to team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements, and standards. Promote the business culture within my team, leading by example. Ensure that new team members are properly on-boarded and expectations are clear. Meet with each team member bi-weekly. Regularly deliver support, both career and life, positive feedback, constructive criticism, and areas of improvement to each of your team members. Monitored agent’s skill set - volume of calls, live chats, emails and Service Now tickets. Made sure SLA targets were met and C STATS. Making sure that vacation requests do not overlap, thus impacting our clients. Providing Billing and Administration, making sure that t team members submit their time-sheets every week, review and monitor the billing of my direct reports, checking for missing time-sheets, PHASE errors, proper job codes, correct rates and appropriate descriptions. Meeting SLA\'s and Targets for the business on a daily, weekly and on a monthly basis.
EDUCATION
College of North West London
Information Technology (diploma)
SKILLS
ABOUT MIKE GORDON
I would consider myself as a vey highly motivated individual with a positive can do attitude, good communication and organisational skills.* Very flexible and a good team player who works very well under pressure.* Lead teams to successfully meet objectives and exceed expectations.* Positive approach in regards to staff coaching, mentoring and getting the best results out of colleagues.Specialties:I.T Service Desk Team Lead/Manager, Customer Service, Team Management, SLA Adherence, Telecommunications, Personal and Team Development,Telecoms Compliance and Quality Assurance.Accomplishments:• Team Leader/Manager of the month more than one occasion. • Achieving SLA (Service Level Agreement) for the business. • Good customer service feedback from customers.
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