Logicalis Hiring for Service Desk Supervisor – Night Shift – J3N6MS6NV3XVSGFKBYR_8-5953 at Boise, Idaho Full Time

This job was posted by https://idahoworks.gov : For more information,
please see: https://idahoworks.gov/jobs/2031675 Job Description

Summary

Assists Service Desk Manager with day-to-day Service Desk operational
tasks; ensures Service Desk customer expectations are met or exceeded
and company objectives are met.

Essential Duties and Responsibilities

• Manages performance of services to customers (24X7, 365 days per
  year); ensures service levels are achieved in line with contracts
  and customers expectations are met or exceeded.
• Builds service relationship with customers and conducts service
  reviews for key customers.
• Reviews performance reports, service improvements, service quality
  and processes.
• Owns responsibility for all customer incidents or logged service
  requests; manages critical customer incidents associated with
  customer communications, activities and appropriate escalations;
  ensures Service Level Agreement’s (SLA’s) are met.
• Creates and maintains training documentation and technical
  troubleshooting documents; ensures Service Desk is fully using
  appropriate knowledge management tools and practices to provide
  effective and efficient service to customers.
• Interviews, hires, monitors, trains, coaches and terminates
  Technical Support Specialists as appropriate.
• Responsible for on call availability.
• Demonstrates and actively promotes an understanding and commitment
  to the mission of Logicalis through performing behaviors consistent
  with the organization’s values.
• Maintains a working knowledge of applicable Federal, State, and
  Local laws and regulations as well as policies and procedures of
  Logicalis in order to ensure adherence in a manner that reflects
  honest, ethical and professional behaviors.
• Supports and conducts self in a manner consistent with customer
  service expectations.

Supervisory Responsibilities

Directly supervises Technical Support Specialist staff. Carries out
supervisory responsibilities in accordance with the organization’s
policies and applicable laws. Responsibilities include interviewing,
hiring, and training employees; planning, assigning, and directing work;
appraising performance, rewarding and disciplining employees; addressing
complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certifications

Education:

• Bachelor’s Degree in related field.

Experience / Technical Requirements

• 3 years management experience with a staff of 10 or more; customer
  account management and support.
• Proficient use of all Microsoft Office applications and Call Center
  software.

May consider an equivalent combination of education and experience.

Certifications

• Information Technology Infrastructure Library (ITIL) Foundation.

Other Skills and Abilities

• Ability to adapt quickly to new technologies, systems and databases.
• Strong technical and customer interaction skills.
• Must be able to have business level conversation with customers and
  assist them in deploying solutions to meet business requirements.
• Self-starter with excellent organizational, administrative and
  interpersonal skills.
• Ability to multi-task and work in fast paced environment.
• Ability to successfully work as a team and independently.
• Detail oriented.
• Ability to follow through with tasks, projects, troubleshooting with
  minimal supervision.
• Outstanding oral, written, technical and business communication
  skills.

Physical Demands

The physical demands described here are representative of those that
must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly
required to sit, talk, see, hear, and use hands and arms. The employee
is frequently required to stand; move about, climb steps or balance and
stoop, kneel, crouch, or crawl. The employee must occasionally lift
and/or move up to 10 pounds.

The above statements describe the general nature and level of work being
performed by individuals assigned to this classification. This is not
intended to be an exhaustive list of all responsibilities and duties
required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ
people who are qualified by reason of education, training, experience,
and demonstrated performance. We value diversity and inclusion at ou