Service Center Supervisor

Service Center Supervisor Solutions Management Group - 3.0 Davenport, IA Job Details Full-time 5 days ago Qualifications Incident management Phone communication Procedural guides Technical documentation Data reporting Training material drafting Mid-level Hiring Content creation Team management Customer support ticket management Mentoring Data entry Technical writing Instructional materials development Systems & applications support Technical skills instruction Escalation handling Call center management Communication skills Staff development Client interaction via phone calls Performance evaluation Full Job Description Davenport, Iowa Davenport, Iowa The Service Center Supervisor will provide remote, phone & email based, first level technical support to staff, faculty, and student helpdesk. This position will focus on First Contact Resolution (FCR) and will directly interface with the Technology Support Teams to escalate the resolution of all remaining issues. In addition, the Service Center Supervisor will coordinate the creation of self-help documentation, based on trending of common questions, and work closely with the Customer Service Manager in developing training content. The Service Center Supervisor will coach and mentor the Service Desk Analysts to ensure that policies and procedures set by the Leadership Team are applied consistently. Responsibilities Provides excellent customer service to all Eastern Iowa Community College staff, faculty and students Participates in the hiring/training/developing of all Service Desk Analysts Conducts performance reviews for Service Desk Analysts Establishes target activities and manages Service Desk Analysts team daily workflow Utilizes effective troubleshooting skills, tools, and communication with end users to resolve First Contact Resolution issues Responds quickly and professionally to requests through the Customer Support Service Desk Schedules Service Request Team through data entry in a team environment Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided Delivers organized data and Service Desk reports as defined by the Customer Support Service Center Works closely with Incident, Service Request, and Project teams to ensure consistent end-user support Provides measurable, high-quality support to students, staff, and faculty via Automatic Call Distribution and Email Ensures Total Ownership to Resolution (TOR) by taking ownership of issues, following up with status updates, and properly communicating to our customers Coordinates the creation of knowledge based and procedural guidelines Conducts technology training during new employee orientations