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Job Details

Service Desk Manager

Company name
General Growth Properties, Inc.

Location
Chicago, IL

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Profile

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!

Position Summary:

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

Requirements

Qualifications include the following:

Bachelor’s Degree

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

Company info

General Growth Properties, Inc.
Website : http://www.generalgrowth.com

Company Profile
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.

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