Supervisor, Service Desk
2 weeks ago
Job Objective:
- Leads the activities of Service Desk staff during real time incident responses and ensures timely resolution and effective Service Desk Operations. - Escalates incidents and requests to proper Information Technology (IT) support groups as required using best practice support standards. - Monitors performance, conducts staff training, coordinates and assists with incident and problem resolution. - Troubleshoots incident requests and provides consulting advice during the escalation of systems and software incidents. - Documents incidents and requests for review with IT managers. Monitors and tracks IT Service Desk Knowledge Performance Indicators (KPI’s), metrics and reporting tools to monitor performance, including: incident resolution, response times and incident rates, escalation and proper resolution of incident requests, calls, IM, and e‐mail volumes. Develops and maintains quality employee and end user relations. - Ensures professional, consistent and thorough end user interactions are provided by service desk staff. Provides consulting advice to IT Managers and other corporate groups for incident resolution and end to end customer service. - Communicates major incidents and works with IT Managers on problem resolution. Manages the day to day activity of staff. Provides feedback on performance appraisals. Manages the development and training of staff. - Approves paid time off requests (PTO) and ensures human resources policies are followed. Monitors and tracks the use of IT service support tools and provides recommendations regarding potential improvements. - Supports major modifications to the global IT infrastructure and software environment as required. Performs other duties as required
**Minimum Qualifications**
- Preferred Qualifications:
- ServiceNow experience is a plus
**Assignment Category**
- Fulltime-Regular
**Amount of Travel Required**
- 0%
**Background Check and Drug Testing Information**
**Agency Disclaimer**
- All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.
**Business Unit**
- COR
**Group**
- COR
**Employment Type**
- Regular
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