JobsEQ by Chmura Logo

Service Desk Supervisor

IT Authorities

Location: Tampa, FL 33609
Type: Non-Remote
Posted on: October 25, 2020
This job is no longer available from the source.
Job Details
Level
Undisclosed
Job Location
IT Authorities - Tampa, FL
Position Type
Undisclosed
Education Level
Undisclosed
Salary Range
Undisclosed
Travel Percentage
Undisclosed
Job Shift
Undisclosed
Job Category
Undisclosed
Description
Job Summary:
Responsible for overseeing the daily operational workflow, to include communication with external and internal customers, resolution of customer/client issues, and identify workflow inefficiencies within the IT Service Desk Support Team. Train, educate and mentor Service Desk staff to maintain proficiency on current/future supported technologies within the organization. Create/maintain internal team as well as customer information repository, including User Guides, FAQ’s, Training materials and Knowledge Base articles. Serve as an escalation point-of-contact for Service Desk team support issues, communications and follow-up requests.
Essential Duties and Responsibilities:
• Ensure day-to-day Service Desk Team operations are performed according to standard operating procedures (SOPs) and in conformance with established company service level agreements (SLAs)
• Collaborate with users to ensure business requirements are adequately met and that applications and systems are properly supported
• Serve as project lead for IT Service Desk related projects, new system/technology implementations and other projects as designated for the Service Desk Team
• Serve as technical lead for the IT Service Desk Team and advise on process/technology recommendations
• Train, educate and mentor staff to maintain proficiency on current/future supported technologies within the organization
• Create and maintain information repository including user guides, FAQ’s, training materials and knowledge base articles
• Serve as escalation point-of-contact for support issues, communications and follow-up requests Perform other duties and responsibilities as assigned
Qualifications
Skills:
• Excellent communication skills with internal and external customers
• Ability to identify workflow inefficiencies and recommend solutions
• Strong leadership skills with the ability to prioritize and delegate effectively
• Passion for customer service delivery
• Strong coaching abilities, able to bring out the best in your team
• Possess excellent organizational and follow up skills, with a strong attention to detail
• Ability to effectively manage competing priorities with a sense of urgency
Education and Job Experience
• Minimum 2 years of supervisory or management experience
• Minimum of 3 years of experience in a project technical lead role a plus