IT Service Desk Supervisor - Washington, United States - Cayuse Shared Services

Cayuse Shared Services

Verified Company

Washington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

By leveraging advanced technologies and industry best practices, Cayuse collaborates with clients to address their unique challenges and drive impactful outcomes.

Whether it's enhancing operational efficiency, reducing costs, boosting profitability, or expediting time to market, Cayuse is committed to helping clients achieve their business objectives effectively.

With a customer-centric approach and a track record of success, Cayuse serves as a trusted partner for businesses seeking to navigate the complexities of today's competitive landscape and unlock new opportunities for growth and innovation.

The IT Service Desk Supervisor provides customer service solutions within service level agreements using company and project quality and quantity standards.

It includes providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Responsibilities:

Ensures customer satisfaction through follow up and special efforts.
Resolves issues following the parameters and guidelines of the client Identify potential system problems and escalate to department contact for resolution.
Identifies potential system problems and escalate to department contact for resolution.
Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions.
Solicits input from other team members; demonstrates respect for the ideas and opinions of others.
Employs trust and openness Assist new employees with training through shadowing opportunities and explanation of work process.
Performs postresolution followup with Tier 1 contract support as required.
Communicates customer satisfaction issues to WSSC's Division Manager, IT Customer Support Operations.
Evaluates documented resolutions and analyzes trends to prevent future problems on a biweekly basis.
Notifies WSSC management of emerging trends.
Prepares briefings, reports, & evaluations on program efficiency & utilization
Develops and makes presentations and briefings as needed.
Responsible for training new staff members on knowledge base, policies, & procedures
Contract Administrator shall be the point of contact for contract related communications.
Other duties as assigned.

Qualifications:
Minimum

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field or high school diploma OR related field OR high school diploma with 10 years of experience in providing technical support within government or utility organizations)
Minimum 5years' of demonstrated experience with previous leadership or supervisory experience in an IT support environment.
5 years of experience in providing technical support.
Experience in technical support role, with a strong understanding of IT systems and infrastructure.
Excellent communication and interpersonal skills, with the ability to communicate technical information to nontechnical users.
Strong problemsolving skills.
Ability to remain calm and focused in highpressure situations.
IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional)
Service Desk or Customer Service experience.
Experience with ServiceNow IT Service Management System
Customer service experience and strong focus on customer satisfaction
Call center experience
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment

Minimum Skills:

Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS
Ability to analyze issues and determine root cause and identify appropriate solutions
Ability to independently problem solve
Effective listening skills including the cognitive ability to locate and convey requested information
Willingness to take initiative with attention to detail
Proactive and flexible
Must have positive attitude
Tolerance to deal with difficult customers and stressful situations
Fluidity to work well in teams as well as independently
Sound analytic and cognitive ability to troubleshoot technical problems
Speaks with clarity, articulation, and is aware of own nonverbal communication
Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
Demonstrate ability to learn quickly and thrive in highenergy team environment
Must be able to work independently, as well as with a team
Ability to function in a diverse work environment
Strong ability to speak with clarity and articulation
Experience in a technology support organization
Strong communication skills; both verbal and written
High degree of comprehension of the issues presented by customers
High degree of problem solving Internal/External Relationships
Proficient in Microsoft O