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#6749 Seeking a career-minded individual for a Help Desk Supervisor opportunity in the Newport Beach, CA area. This position is responsible for providing tactical leadership for day-to-day operations in a multi-site, multi-tiered internal technical support call center. In addition, this position entails working actively with technical teams and the business for continued creation/refinement of defined solutions to assist in providing recovery of services. Successful candidate must be able to analyze, diagnose and resolve complex problems and suggest scalable corrective solutions. This role is expected to be proactive in managing the customer computing experience - must be able to execute plans and implement streamlined/automated, to improve the service provided. Pertaining to complex operational issues, the successful candidate must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for users and then coordinate with other departments to resolve technical problems. The Help Desk Supervisor will create "Playbooks" for each supported system and processes to strengthen the degree of assistance provided by the Help Desk, as well as to allow self-assistance in the user community. Responsibilities:- Primary responsibilities include oversight for customer service delivery goals, work force management and service/productivity improvements in support of IS Service Management.
- Lead internal and external escalations as necessary for critical/chronic service deficiencies, analyze staffing levels to provide recommendations to improve call metrics, and publish operational reports summarizing overall service levels and work trends.
- Responsible for staff performance management, including skill development, training plans and ongoing coaching for each team member.
- Participate in various projects ensuring adequate knowledge is transferred from project design to production implementation for on-going support.
- Responds to requests for technical assistance via phone and electronically logging all help desk interactions.
- Responsible for managing open service ticket queue providing status to end users regarding the progress of the assigned issues.
- Serve as a source of guidance and technical expertise.
- Actively participate in the continuous improvement and alignment of the Help Desk
- Excellent customer service and communication skills such as verbal/written and in person.
- Must possess excellent problem solving and analytical skills with an aptitude to learn quickly and possess the ability to communicate difficult concepts to various audience with different levels of technical knowledge.
- Tracks and routes problems and research questions using available information resources.
- Identifies and prioritizes situations requiring urgent attention and redirects problems to appropriate resources.
- Documents resolutions and updates knowledge base.
- Track and analyze trends in Help Desk requests
- Provides reports to management
- Must have 3-5 years' experience in a Supervisory position, preferably in an internal high-volume technical support desk/call center role.
- Must possess excellent customer service, effective listening, and verbal communication skills.
- Must have experience in staff development and coaching as well as developing and enforcing staff performance metrics for call center teams.
- Prefer experience in work force management.
- Must be service oriented and have strong team leadership skills.
- BA/BS degree in computer science, computer operations, or data processing related study desired. HDI or related certification desired.
- ID: #44745258
- State: California Costamesa 92626 Costamesa USA
- City: Costamesa
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-08-10
- Deadline: 2022-10-08
- Category: Et cetera