Service Desk Supervisor

Description

• Primarily responsible for the professional development of team members through the performance management process
• Contribute to Help Desk Improvement by communicating observed gaps in team knowledge
• Exercise independent judgment within generally defined objectives and policies
• Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met, and will continuously improve quality of service delivery and provide value added customer service
• Use of monitoring tools to provide feedback to team members
• Provide focus to staff by established policies and procedures and implements and administers policies that affect employees
• Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development
• Oversee the appropriate development and retention of documentation and records
• Remote/Telework temporarily for candidates only in the Oak Ridge, TN area due to COVID restrictions

• HS/GED and 7 years of experience OR Bachelor's degree and 2+ years of progressively responsible experience
• Must have CompTIA Security+
• Must be able to obtain an ITIL Foundation V4 certification after hire date
• Must be able to obtain Interim Secret security clearance and the ability to obtain a DOD Secret Clearance
• 2+ years of team lead or supervising service desk staff
• Recent supervisory experience within the previous 12 months is required
• Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers
• Previous experience with a variety of domain/email account administration tools and familiar with standard corporate security policies
• Must have strong leadership, analytical, and reasoning skills as well as the ability to communicate complex ideas and provide innovative solutions
• Excellent customer service skills and be well versed in the Service Desk environment
• Strong understanding of call metrics and the ability to motivate and lead a team that can meet set goals and objectives is a must
• Must have superior written and verbal communication skills, as well as knowledge in standard service desk practices, ITIL, and ISO 9000
• Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.

• Familiar with standard report and supervisory software such as ServiceNow, BMC Remedy, Google Docs, Excel, PowerPoint, knowledge management software, and Automatic Call Distribution (ACD) systems. Experience in desktop and networking support, IT concepts and service desk software, Active Directory, Anti-virus, VPN, financial management, quality assurance support and basic technical writing skills.