Integral Consulting Services

1149-Service Desk Supervisor *

US-MD-Gaithersburg, MD
# of Openings
1
Category
Management

Overview

SERVICE DESK SUPERVISOR

Gatihersburg, MD

 

 

Job Description

 

  • Provide overall supervision of Contractor operations
  • Act as primary interface between Government and the Contractor personnel (including subcontractor personnel)
  • Review and monitor technical work for overall quality, efficiency and timeliness.
  • Be responsible for all aspects of the implementation and continued improvement of staffing plans, coverage plan, remediation plans and quality plans.
  • Assist Government management in reviewing service changes and estimate impact to Service Desk operations, and continued review and improvement of SOPs.
  • Generate reports, coverage schedule, and ensure adherence

Experience

 

  • Bachelor’s degree (preferred), or 90 college credit hours completed, or at least three IT/Customer Service certifications (or equivalent):  HDI Support Center Team Lead certification, HDI Support Center Manager certification, any ITIL certification, any Microsoft certification, any CompTIA certification, or any project management certification
  • At least two years of experience leading and supervising a technology-based Service Desk team, including customer engagement, monitoring service level objectives, recommend/implement improvements to improve performance, hiring and release, team and individual assessments, scheduling and coverage activities, and report generation.

And at least 3 years:

  • supporting technology and users of technology in a customer support function
  • supporting end users in-person and over the phone
  • writing a range of documentation, step-by-step guides, or end user request details for others to read and use
  • applying standard operating procedures or known solutions.
  • using tracking software to document or track end user issues and/or requests

 

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