Service Desk Supervisor

Westinghouse Electric Company, LLC • Rock Hill, SC

2d • $90,000 - $112,500 • Hybrid

About The Position

As a Service Desk Supervisor, you will manage the management of daily operations while managing a team of Tier I and II Service Desk Analysts. The supervisor will review personal and team targets, ensuring end-to-end ownership of all incidents and requests You will report to the Sr. Manager Global Service Delivery and be located at Rock Hill, SC. This is a hybrid role.

Requirements

• Bachelor's degree from an accredited college or university in the related field or equivalent
• 2 -5 years of Supervisory experience
• 5 years of Service Desk experience with PC, network, and software technologies.
• Technical troubleshooting skills to work with Service Desk team and resolve issues
• Knowledge Windows 7 Professional and Microsoft Office and Outlook
• Experience working in multi-location environment and supporting WAN/LAN infrastructure
• Connectivity of Mobile Devices
• Networking skills (Proxy Settings, Routers, Internet Modems, Ethernet)
• Certification in ITIL
• HDI Service Desk Manager Certification

Responsibilities

• Manage daily Service Desk Operations.
• Provide expertise resolve issues and offer recommendations on all client systems, including daily management of Service Desk team members
• Monitor phone queues and activity.
• Provide ongoing procedural and technical advice to the team.
• Communicate, update and clear IT Communications for Westinghouse IT
• Assist management in recruitment activity
• Partner with customers on complaints and provides feedback to customers regarding customer satisfaction surveys.
• Responsible for Shift, weekend and holiday scheduling
• Create regular reports regarding team and individual accomplishments, adherences to Quality Control Call assessments, Ticket Handling, work processes, team and individual training needs.
• Collaborate with Service Delivery Team Lead, ITSM Leads and direct manager to review aspects for service improvement with processes and ensure that the team meets customer needs.

Benefits

• Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
• Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
• 401(k) with Company Match Contributions to support employees' retirement
• Paid Vacations and Company Holidays
• Opportunities for Flexible Work Arrangements to promote work-life balance
• Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
• Global Recognition and Service Programs to celebrate employee accomplishments and service
• Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees