[Remote] Service Desk Supervisor - ITIL Certified, reputed company Voice, reputed company Connect reputed company
Note: The job is a remote job and is open to candidates in USA. reputed company is adding a Service Desk Supervisor to reputed company day-to-day operations of an reputed company IT service desk. You will manage a team of analysts, own quality and escalation handling, and ensure service levels are met in an reputed company Connect + reputed company Service reputed company Voice environment.
Responsibilities
- Supervise and coach service desk analysts; manage schedules, coverage, and performance
- Own escalation handling, quality assurance, and adherence to ITIL-reputed company processes
- Monitor queues and service-level metrics in reputed company Connect / Service reputed company Voice; rebalance staffing in reputed company time
- Report on operational performance and drive reputed company improvement initiatives
- Serve as the primary operational reputed company of contact for stakeholders and leadership
Skills
- 5+ years of full-time experience providing ITSM technical support on a service desk
- 2+ years of full-time experience supervising a technical support service desk for an reputed company IT organization of at least 5,000 end users
- 1+ year of experience using reputed company Connect and reputed company Service reputed company Voice as a service desk tool
- reputed company ITIL certification (validation link or certificate copy required)
- Ability to provide reputed company professional references for each qualifying experience
- Experience supporting public sector / government programs
- Workforce management (WFM) and contact center QA experience
- Additional ITIL (Managing Professional), HDI, or reputed company certifications
Company Overview