Service Desk Supervisor Nexigen - 3.0 Newport, KY Job Details Full-time $60,000 - $85,000 a year 22 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off On-the-job training Vision insurance Qualifications Customer communication Strategic goal setting Bachelor of Science Bachelor's degree Data entry Business Administration Typing Project leadership Cross-functional team management Process management Help desk

Full Job Description Job Description:

The Service Desk Supervisor is responsible for managing the activities and responsibilities of the service desk team, providing coaching, and ensuring effective use of the department's time and following company procedures. As a part of this leadership, the Service Desk Supervisor is also responsible for providing high-level technical assistance to the team when needed.

Basic Functions:

• Manage the daily activities of the service desk team.
• Improve usage of IT Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer and company expectations are met.
• Maintain awareness of all outstanding customer issues both pre- and post-delivery and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Support team to interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to management on status and budget of on-going projects and agreements.
• Understand overall service desk department objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Drive problem investigation and resolution as required.
• Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
• Design and maintain process documentation for the service desk department.
• Manage the process of implementing change efficiently and effectively.
• Manage to established KPI's including Attention to detail (ATD), Speed to answer (ASA), SLA targets for response, plan and resolution
• Improve tasks related to accountability and workforce management

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the field service and support team.
• Facilitate field service and support team meetings.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ticketing management system as they occur.
• Review and approve time and expenses sheets in ticketing management system.
• Enter all work as activities, service tickets, or project tickets in ticket management system.

Knowledge, Skills, and/or

Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional IT Certifications, such as: ITIL, A+, Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP. Knowledge and experience in cross-functional management methods and techniques. Knowledge of IT applications, processes, software, and equipment. Strong organizational, presentation, and customer service skills. Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span. Skill in planning and preparing written communications. Skill in leading people and getting results with a strong customer orientation.

Interpersonal skills:

such as telephony skills, communication skills, active listening and customer-care. Ability to multi-task and adapt to changes quickly. Ability to work in a team and communicate effectively. Service awareness of all organization's key IT services for which support is being provided. Understanding of support tools, techniques, and how technology is used to provide IT services. Typing skills to ensure quick and accurate entry of service request details. Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

BA/BS, preferably in computer science, business administration or a related field. 5 years of IT experience. 2 years of business management experience.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Full on the job training & support.
• Fun working environment and culture.

Only local candidates need apply. The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Job Type:

Full-time Pay:

$60,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Experience:

Help desk: 5 years (Preferred)

Management:

3 years (Preferred)

Work Location:

In person