General Growth Properties, Inc.
GGP has an immediate need for a Service Desk Manager at our corporate office in Chicago, IL.
GGP has been in the shopping center business for more than 50 years blending innovation, tradition and reputation to create some of the country’s top shopping centers. As employees we are collaborative, creative, self-starters who aim to positively impact the shopping experience for our customer every day. A career with GGP is your chance to embark on a rewarding journey into the retail real estate industry!
The role of the Service Desk Manager is to develop, lead, and motivate a team of IS Support professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.
Responsibilities include the following:
Manage a team of Technical Support professionals
Practice Total Contact Ownership
Successfully manage through a matrix organization to provide superior customer service
Must be able to assist as needed with customer inquiries/issues via a warm telephone transfer from the Service Desk
Develop a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills
Participate in the development of service level agreements and the ongoing management of service level compliance
Create and maintain a training program for increased business, customer service and technical knowledge.
Lead and participate in projects
Develop and demonstrate an understanding of customer and business needs.
Resolve escalated customer and vendor issues
Resolve daily issues of a complex scope that impact the business and overall business objectives.
Manage IS Support resources for maximum team performance
Develop and update plans for the support team to handle new product/service releases
Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support
Assist the Director of Technical Support with the preparation and administration of departmental budget and business plans and metrics
Oversee the Incident, Problem and Knowledge management processes
Other duties as assigned
Qualifications include the following:
3 Years in related field
Ability to communicate at all levels of the organization and with end-users
Self -Starter who takes initiative and is proactive
Service orientation, professional
Ability to prioritize a high volume of tasks
Ability to follow instructions
Listening and problem solving skills
Ability to solve problems via telephone
Organize tasks, and provide follow-up
1 Year of supervisory experience
GGP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.
Please view Equal Employment Opportunity Posters provided by OFCCP here
General Growth Properties, Inc.
Website : http://www.generalgrowth.com
General Growth Properties is a fully integrated, self-managed and self-administered real estate investment trust focused exclusively on owning, managing, leasing, and redeveloping high-quality regional malls throughout the United States. GGP’s portfolio is comprised of 120 regional malls in the United States totaling approximately 125 million square feet. GGP is headquartered in Chicago, Illinois, and publicly traded on the NYSE under the symbol GGP. General Growth is the second largest retail property REIT in the U.S.