Team Manager - Service Desk

As a Technical Documentation Specialist, your primary responsibility will be processing knowledge updates and documenting new support processes in the knowledge base of record. You will collaborate with internal support teams and client/vendor service providers to ensure accurate and complete technical documentation that meets client requirements. Your role will involve leading meetings with Subject Matter Experts to review and document processes, answering inquiries regarding knowledge content, and communicating new or modified processes to support teams. Key responsibilities include reviewing information, creating procedural documentation for end users and technical resources, maintaining validity of knowledge content through auditing best practices, and measuring and reporting metrics to defined benchmarks. Your role will also involve utilizing Knowledge Management best practices for standardization and assisting with other assigned duties. To be successful in this role, you should have a Bachelor's degree in computer science or a related field, along with at least 1 year of experience in technical writing for user documentation or technical documentation usage. You should also have a KCS v6 Fundamentals Certification or the ability to obtain it within the first year of employment, as well as knowledge of customer service quality standards, techniques, and proficiency in Microsoft Office products. Preferred qualifications include 1+ years of technical writing experience for user documentation and an ITIL 4 Foundation Certification or the ability to obtain it within the first year of employment. The ideal candidate will possess excellent verbal and written communication skills, the ability to simplify complex processes into easy-to-understand instructions, strong customer service, problem-solving, and conflict resolution skills, and the ability to collaborate with stakeholders at all levels. You should also be able to work independently, manage time efficiently, develop professional relationships with coworkers and clients, identify solutions from relevant sources, and manage multiple issues with attention to detail and follow-through.,