TL - Client Support Engineer

About Ensono

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the

Roles and Responsibilities:

• Solid understanding of ServiceNow and ITSM processes
• Excellent English written and verbal communication skills
• Supervise and review Service Desk activities
• In-person feedback to reporting agents regarding ticket hygiene and operational/procedural hygiene
• Root cause analysis, tracking, and reporting of escalation and SLA misses
• Participate in calibration and collaboration meetings with support function leads
• Conduct new hire technical and account-specific training based on the requirements
• Create, maintain, and update the account training plan
• Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
• Prepare Score Cards and discuss and share feedback around improvement areas
• Identify top performers and nominate them for Rewards & Recognition and appreciation
• Monitor ticket aging reports and drive team members to work on aging tickets
• FCR analysis - find out controllable resolution errors that could have been resolved at SD/L1
• Help define and implement service desk methodology to improve performance and a fit-for-purpose Service Desk capability. Supports the management of the service operational delivery of an in-house service desk helping to define the right performance metrics, performance targets, and agreed service level.
• Lead and run a team of service desk analysts driving performance, and development focusing on a people management approach, following ITIL guidelines, and supporting the overall management team.
• Manage team's workload using the ServiceNow ITSM tool focusing on workload volume control (queue management for all tickets via portal, calls, and chat) resource management across service desk activities, promoting ticket ownership and quality of service.
• Handling day-to-day critical issues
• Driving service Improvements by proactively identifying trends, gaps, training requirements, and high levels of service, promoting an effective first-time fix metric.
• Driving End user experience strategy helping define quality criteria and service desk performance rating.
• Supports Management leading service desk operating model by leading daily and weekly operational calls including shift handovers (workload and priorities), Rota, shift management, break monitoring, etc.
• Self-motivated, with a can-do attitude.
• SOP/KA creation, modification and tracking 

Experience: Up to 6 years and a minimum of 4 years in the Service Desk domain.

Tools: Service Now, MS Office, Active Directory, Good understanding of Windows and Linux Servers, and Any Call Management tool.  

Must have skills: ITIL V3 or V4 foundation certified, Team management, Customer Handling skills, Escalation management, Continue Service Improvement, SLA Management, Decision-Making Skills, Measuring Performance/Performance Management Skills.