SOS Supervisor

Softworld, Inc.
Urbandale, IA
01 Jul 2024

Vacancy expired!

Job Summary

  • Help Desk tier 1/tier 2 experience

  • Leadership experience
The Supervisor, Service Center directly supervises the day-to-day operations of a 24/7 Technical IT Service Center including Level 1 and 2 Technical Support Specialists. The Supervisor, Service Center identifies, researches, and resolves complex technical problems, assists in triaging critical outages, drafting communications, and manages escalation procedures. The Supervisor, Technical Service Center ensures service levels are maintained and documents, tracks, and monitors problems to ensure resolution in a timely manner.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

  • Provides direct leadership for the 24/7 team of Technical Support Specialists. Ensures staff coverage, training and consistency across the Technical IT Service Center. Provides input to management regarding the performance of team members. Motivates and inspires employees, build relationships and take initiative. Provides issue resolution and conflict management. Coaches employees, offers appropriate feedback and ongoing technical direction and mentoring. The position does not have hiring or firing authority but does provide input on performance evaluations as well as the delivery of the performance management process.
  • Establishes and implements performance metrics, escalation procedures, and quality assurance input.
  • Leads and/or participates in continuous improvement work relating to service center operations, including process improvement initiatives and special projects.
  • Represents the Technical IT Service Center escalated issues including all aspects of problem management (triage, research, resolution).

    • Minimum Education and Experience

    Associate's Degree related discipline or the equivalent combination of experience and certifications Related Work Experience: 0-2 years

    Minimum of 1 year of experience in a technical Service desk role required

    • Sharp analytical and critical thinking skills
    • Ability to stay abreast of changes with clients
    • Ability to meet time sensitive deadlines
    • Excellent understanding of required technical aspects for the supporting tools & processes
    • Strong verbal and written communication skills
    • Strong customer service skills
    • Ability to collaborate with employees and management
    • Solid planning, organizational and time management skills
    • Ability to maintain confidentiality
    • Strong knowledge of the specific contract this position will support Strong decision making skills
    • Ability to prioritize and manage multiple priorities simultaneously
    • Health care experience, Remedy system knowledge and proficiency in MS Office applications preferred.
    The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

    THIRD PARTY AGENCIES, SUBCONTRACTORS, AND RECRUITERS NEED NOT APPLY. Applicants received from firms will not be considered. Subcontracting is not available for this position.
    • ID: #43735140
    • State: Iowa Urbandale 50323 Urbandale USA
    • City: Urbandale
    • Salary: USD TBD TBD
    • Job type: Permanent
    • Showed: 2022-07-01
    • Deadline: 2022-08-30
    • Category: Et cetera