SERVICE DESK SUPERVISOR NC in Fort Liberty, North Carolina at Quiet Professionals LLC

Duties & Responsibilities

• Supervise technicians on the CSD in support of more than 70,000 customers worldwide.
• Provide VIP-level support to USSOCOM executive-level users and their staff.
• Monitor staff performance through constant reviews of Incidents in the Remedy ITSRM system.
• Observe and maintain technicians' speed to answer, call length, and wrap-up to ensure readiness to receive calls.
• Provide technical guidance for resolution of difficult Incidents and Incident routing.
• Correct technicians who have submitted Incidents without proper tier one troubleshooting or who have misrouted an Incident.
• Ensure proper phone handling techniques are used by technicians to ensure customer satisfaction.
• Address and resolve customer grievances as required.
• Oversee the progress of trainers during the training of new technicians.
• Utilize a mentor-new technician relationship to continuously reinforce training and enhance Service Desk skills.
• Manage the Remedy accounts and break-fix teams to ensure account actions are completed timely.
• Enhance the knowledge base by adding detailed process documents to the CSD library outlining procedures for resolving issues.
• Take calls and resolve incidents during periods of call overload.
• Regularly work the Remedy Queue.
• Perform incident management functions including incident trending, prioritization, and communication of findings with senior organizational team members.
• Manage and resolve conflicts between technicians and other IT support groups.
• Maintain a safe work environment.
• Perform other duties as required.

Requirements:

• Minimum of 3 years’ experience in a relevant position.
• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification through continuing education or re-certification.
• Must possess a current TS Clearance with SCI.

Preferred:

• Previous experience in a supervisory role within a Service Desk environment.

Quiet Professionals, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Quiet Professionals, LLC will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need assistance or an accommodation due to a disability, please contact us at recruiting@quietprofessionalsllc.com.

This job description is intended to describe the general nature and level of work performed by employees assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management retains the discretion to add or change the duties of the position at any time. Employment with Quiet Professionals, LLC is at-will, meaning either the employee or Quiet Professionals, LLC may terminate the employment relationship at any time, with or without cause or advance notice, as long as it does not violate applicable law.