Service Desk Supervisor

Peraton•San Antonio, TX

4d•$66,000 - $106,000

About The Position

Peraton has an immediate need for a Service Desk Supervisor in San Antonio, TX. The Service Desk Supervisor is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. In addition the Desktop Technical Lead must support resolution of desktop related incidents. What you’ll do: Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction. Ensure proper management of ACD, skill sets and Remedy queues. Manage the Service Desk performance to exceed performance metrics and incentive goals. Enforce adherence to Service Desk policies and procedures Promote a positive team environment and seamless communication within the Service Desk. Interact with various 3rd party support groups to escalate/resolve Incidents and Problems. Display and promote a professional sense of urgency. Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement. Ensure self and staff compliance with all ITIL and functional processes and procedures. Participate in metrics reviews. Seek out opportunities to continually improve service levels. Prepare and maintain staffing plans and holiday/time-off schedules. Manage contacts with customers, direct reports, peers, and independent vendors. Participate in Incident auditing activities. Ensure smooth transition of new/improved services to Svc Operation. Participate in the Management of Change (MoC). Work special projects as required. Maintain all area documentation. Assist with Desktop Incident Resolution Ability to establish a solid working relationship with customer, staff, managers and peers

Requirements

Minimum 6 years experience
Must be U.S Citizen
Able to obtain Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one in applicable timeframe
Experience with IM/IT leadership experience or equivalent supervisory experience
Security+ Certified
Must have (or be able to obtain within 90 days) ITIL 4 Foundations Certification
Proven project management skills in setting priorities to meet project deadlines
Proven technical competency in the following areas: Microsoft Office Products: Word, Excel, PowerPoint and Outlook Microsoft Visio and Project ServiceNow

Nice To Haves

Relevant technical certifications
Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate service delivery methodology innovation
Strong knowledge of Service Desk support environments
Strong analytical, presentation, and problem-solving skills
Experience leading and developing personnel.

Responsibilities

Supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives
Ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards
Support resolution of desktop related incidents
Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction
Ensure proper management of ACD, skill sets and Remedy queues
Manage the Service Desk performance to exceed performance metrics and incentive goals
Enforce adherence to Service Desk policies and procedures
Promote a positive team environment and seamless communication within the Service Desk
Interact with various 3rd party support groups to escalate/resolve Incidents and Problems
Display and promote a professional sense of urgency
Assist with customer inquiries
Serve as final escalation point before Sr. Leader involvement
Ensure self and staff compliance with all ITIL and functional processes and procedures
Participate in metrics reviews
Seek out opportunities to continually improve service levels
Prepare and maintain staffing plans and holiday/time-off schedules
Manage contacts with customers, direct reports, peers, and independent vendors
Participate in Incident auditing activities
Ensure smooth transition of new/improved services to Svc Operation
Participate in the Management of Change (MoC)
Work special projects as required
Maintain all area documentation
Assist with Desktop Incident Resolution
Ability to establish a solid working relationship with customer, staff, managers and peers