Service Desk • Own overall responsibility for the Service Desk processes • Represent the Service Desk team in an AmeriHealth-facing role • Ensure that staffing and skill levels are maintained throughout operational hours by managing shifts. • Manage all Service Desk Agents working in each shift. • Serve as an escalation point for difficult or challenging calls. • Produce Service Desk statistics and management Reports. • Represent Service Desk at AmeriHealth IT operations meetings. • Perform briefings to Service Desk staff on changes or deployments that may affect call volumes. • Assist Service Desk Agents in handling first line calls when workloads are high, or where additional experience is required