Help Desk Supervisor

Job Category:Operations Sr Supervisor Primary Location:USA-TN: TENNESSEE-NASHVILLESchedule:Full-time Job Type:Regular Employee Status:RegularJob Posting: 04/07/2008Description: The Service Desk Supervisor is responsible for direct management of Service Desk agents. The Service Desk Supervisor will report to the Service Desk Manager. This professional will manage and direct the activities of Service Desk agents who will be providing support to the end user clients. This person will recommend programs and processes improvements that will bring optimum operating efficiency and utilization. The ideal candidate will have significant experience as a Service Desk agent and possess experience in Service Desk supervision. In addition they will possess strong problem solving skills, experience functioning in a call center environment, excellent Customer Service Skills PRINCIPAL DUTIES AND RESPONSIBILITIES: Review daily work load and work tickets for the purpose of addressing unfavorable trends toward Service Level Agreements compliance, searching for root cause and correction of missed SLAs. Serve as the first escalation point for client(s). Coordinates work coverage for all direct reports, including administrative notification during periods of vacation, illness, or education. Analyze and report on the performance of direct reports regarding service levels, and assist in the planning and deployment of new and upgraded product lines. Assist with the definition and generation of managerial reports to support ongoing operations. Assist in the monitoring of the ticketing system and provide feedback on inquiries to applications support personnel, training, and operation supervisors. Provide hands-on coaching/training of help desk agents to ensure high quality team accuracy and timeliness of responses. Ensure quality implementation of IS support policies, procedures and standards to conform to ITIL and build a high quality service team. Monitor the daily call activity of direct report agents to ensure that calls are logged appropriately and to track call status. Assist with the resolution of application and software system problems so calls get responded to and repaired in a timely manner based on contracted SLAs. Respond to user requests for information and assist in problem resolution Assist in the planning and delivery of end-user training based on Service Desk ticket activity and client needs. Provide in-house technical training to direct reports ensuring overall required skill levels are achieved. Perform at or above the FCGs performance standards. REPORTING RESPONSIBILITIES: This position reports directly to the Nashville Service Desk Manager.SUPERVISORY RESPONSIBILITIES: Directly supervise 1-16 individuals. The Service Desk Supervisor works with other department supervisors and managers under the direction of the Director. Contact with external vendors and consultants may be required. Essential Job Functions: 1 Oversees activities of multiple employees operating within a defined area for support operations. Provides input regarding operations improvements and implements as approved. 2 Works with customer to develop, implement and review customer relations service improvement programs to enhance delivery of service. Recommends and presents various alternative solutions and indicates most appropriate solution. 3 Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends, develops, and implements changes to policies and establishes procedures that affect immediate policies and procedures. 4 Develops and maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. 5 Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel. 6 Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager. 7 Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance. Determines appropriate course of action and implements same. 8 Provide continuing training and review and/or development of related policies and procedures. Basic Qualifications : 1 Bachelor's degree or equivalent combination of education and experience 2 Bachelors degree in computer science, management information systems, or related field preferred 3 Six or more years of information systems experience 4 Three or more years of leadership experience included 5 Experience working with customer technology and support requirements 6 Experience working with the technology industry Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:None Create Success