OVERVIEW:
The Service Desk Supervisor must be technically proficient and capable of standing up, configuring and maintaining a 3rd party, cloud-based Service Desk Solution (Salesforce Gov Cloud) with industry standard workflows, use cases, and knowledgebase. Strategic thinking and tactical execution of a plan is critical. Must be a strong leader with excellent communication and team building skills, well experienced in operational planning, able to recruit, hire, on board, train, and schedule service desk agents to support a global customer base 24x7x365. High emotional intelligence is required.
Must be able to maintain operations for all aspects of Tier I, II, and III, along with ensuring proper workflow between Tiers and the service desks of our partner companies also providing services in this overall solution. Strong networking skills will be essential. Must have strong writing skills and able to create standard operating procedure documents, generate and provide reporting and analysis of Key Performance Indicators (KPIs).
GENERAL DUTIES:
- Lead the setup of Ivanti Service Desk solution: Workflows, Use Cases, Knowledgebase
- Oversee the width and breadth of service desk operations
- Lead, manage, and schedule service desk agents
- Assist with budget planning and asset management
- Manage/Monitor call intake, customer service, and Level I, II, III escalations/resolutions
- Coordinate with Partner Operations Organizations who are part of the solution
- Follow up with customer satisfaction issues and user-feedback responses
- Monitor/Analyze call center performance and problem resolutions
- Continually look for and incorporate process improvements
- Create and deliver periodic service desk reports providing quantitative metrics
- Track and report on Key Performance Indicators (KPIs)
- AdHoc reporting – based on customer/partner requests
- Take the lead managing any large service outage situations, standing up outage conference bridge with partners and providing regular updates to the customer
REQUIRED QUALIFICATIONS:
- Bachelor’s degree (or Associates degree and 5 years supervisor and/or Service Desk experience)
- 5 years of experience in customer/service desk support and operations
- 3 years leading and managing a Service Desk Team of 6 people or more
- Experience with Virtual Call Center Environment
- Understanding of ITIL methodologies to include: Access, Request, Event, Incident, and Problem Management
- Ensuring Service Desk SLA compliance
- Experience using and configuring Help Desk ticketing systems such as Ivanti, ServiceNow or Remedy
- Experience researching problems, analyzing trends, and distributing findings
- Understanding of security compliance procedures
- Excellent communication skills, written and verbal to communicate effectively to users, team, and partners
- Broad knowledge of IT products, services, and terminology.
- Advanced understanding of TCP/IP networking
- Excellent organizational and reasoning skills to prioritize multiple tasks, develop, analyze, and/or revise procedures and meet deadlines
- Excellent interpersonal skills/telephone manner including active listening and understanding, empathy and patience with difficult callers and presentation of technical functionality to a non-technical audience
- Must be available to meet needs of customers located globally
- Must be willing to take escalation calls after hours as necessary
DESIRED QUALIFICATIONS:
- Master’s Degree
- ITIL Certified
- Knowledge and experience with Salesforce.com Gov Cloud
- Experience using Amazon Connect as a VoIP solution
- Experience with a Virtual Call Center environment
- Multiple language fluency a plus
- Experience and knowledge with Federal contracts and the military
- CompTIA A+ Certification
- Experience with SQL, Linux and ITIL methodologies
CLEARANCE:
- US Citizenship required with the ability to obtain a Public Trust Clearance
