Service Desk Supervisor
USA - FL - West Palm Beach
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Responsible for the North American service desk performance, functionality and leadership.
Essential Job Duties:
Supervises the service desk and end user support technicians, including training, hiring, follow-up and scheduling.
Resolves escalated service desk calls and email from local and remote users and offices.
Ensures issues are resolved according to procedures and requests are managed efficiently and amiably.
Develops in-depth knowledge in order to resolve escalated employee questions.
Manages customer follow-up to verify final resolution and determine satisfaction level.
Coordinates routing of escalated issues to appropriate teams in a timely manner.
Provides occasional on-site support to users for projects and special operation situations.
Manages and administers current support ticketing system (FootPrints) and other user facing programs as needed (SharePoint).
Manages and maintains current desktop/laptop inventory, upgrade and standard setup/procedures for issued equipment.
Provides performance evaluations and career development plants to all service desk employees.
Generates reports on key performance indicators for the service desk team.
Works with each direct report to establish goals and objectives for each year and monitor and advise on the progress to enhance the professional development of staff.
Supports management with special projects and workflow process improvements and other duties as assigned.
Knowledge, Skills, Abilities
Communicates clearly and concisely in a variety of communication settings and styles. Effectively tailors the message to the needs of the audience.
Establishes goals and objectives which are specific, measurable, achievable and relevant.
Lays out work in a well-planned and organized manner.
Education and Experience
Associate degree in computer science or related field is required.
A+, Net+, MCSE certifications preferred.
Three to five years of experience in customer technical support.
ITIL Foundation 2011 certification preferred.
Three or more years supervising an IT service and support function.
Typically sits or stands for extended amount of time in front of a computer.
As needed, lifts, carries or otherwise moves and positions objects weighing up to 20 pounds.
May be required to move about to coordinate work.
Ability to communicate or exchange ideas by means of verbal or written word to impart information to clients or to the public and to convey detailed Instructions to other workers.
Work may require occasional weekend and/or evening work.
Must be able to travel as needed.
NOTE: This job description reflects the companys assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Assigned tasks are subject to change at any time due to company discretion, job requirements, reasonable accommodation or other reasons.
Oxbow Carbon LLC is an EOE/ADA employer
If you would like to apply for this job, submit your resume with a cover letter to: email@example.com.
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