The Title Application Service Desk ("TASD") exists to provide Level One technical and customer support and service to our internal employees and external customers using proprietary First American applications. This includes professional, knowledgeable phone, email and self-service contacts requesting information and technical support. Issues that are not successfully resolved on the first call (contact) are expected to be effectively troubleshot, documented and escalated to the appropriate Level Two/Level Three Support Teams.The TASD Manager leads, directs and coordinates activities of staff that are to provide exceptional customer service and problem solving support to technology users. Additionally, they work with other EUS Managers to coordinate seamless and transparent service delivery with a focus on delivering against expected Business Service Levels. The TASD Manager will also work proactively with other IT / Business leaders who will be introducing new and changes services into the enterprise to ensure that the TASD is properly prepared for any "˜impact' to our business customers and that we manage the change with the business / customer impact in mind.The TASD Manager is expected to manage their area of responsibility like a business, ensuring that they confidently know at all times the level of team and individual contributor performance through metrics, KPIs and scorecards. They are also expected to routinely assess the team's performance and maturity against standard Service Desk Industry Best Practices (HDI, ITSM, ITIL, etc.) and lead the continuous improvement effort around bridging the performance gaps.DUTIES/RESPONSIBILITIES:- Operational- Direct the TASD to insure service levels are adhered to, by effectively projecting and balancing contact volume and resources. Insure adequate shift hours by scheduling vacation, and holiday coverage or calls in staff when shortage situation arises. - Support IT and department goals as required for the planning and implementation of strategies which guarantee customer satisfaction, system availability, service levels, and support of the performance criteria.- Develop and implement strategies to improve operational efficiency and quality, increase employee retention, and provide "strikingly impressive" customer service. - Analyze Service Desk activity and make recommendations for changes in Service Desk procedures and systems to upper management. Ensure effective implementation of agreed-upon changes.- Handle escalated customer service/technical support issues with personal involvement as necessary. Provide guidance and direction to Service Desk staff for resolve incoming calls. Assists Service Desk representatives in resolving, non-routine or complex software, hardware, and procedure problems.- Provide proactive communication with IT users and provide technical advisory services as required.- People- Direct, motivate, and empower staff in the successful performance of their tasks and responsibilities while also encouraging innovation. - Train, supervise, assign projects to, evaluate and take responsibility for hiring/termination of staff to maintain optimum performance of job duties. - Prepare annual performance reviews of direct reports on a timely basis; determine merit pay increases and promotions for staff through the salary planning process. Provide continuous informal feedback and take disciplinary action (as required) to maintain staff performance. - Provide a continuously challenging, encouraging, motivating work environment for those within the Service Desk Organization. Provide ongoing staff development to create an upward/onward/outward career path for those who desire/qualify for advancement. - Strategic- Lead "Shift-Left" strategy, orchestrating projects to encourage more effective issue resolution, problem management and problem elimination. Through the implementation of self-service initiatives, deeper organizational immersion in KCS methodologies and improved incident documentation quality, provide an increased FCR for the organization as a whole.- Create long-term strategies for growth and maintenance of Service Desk department, and make budgetary recommendations to upper management. - Maintain liaison with key IT representatives from all groups at all levels. - Generate value added reports and metrics to IT management and business units to show ongoing compliance with service level agreements. - Work with management to provide pertinent advice and counsel, and to discuss system services in order to coordinate overall service effort.- Write recommendation for management review.