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Job Summary
- Company
- Milestone Technologies
- Location
- Chico, CA 95973
- Industries
- Computer/IT Services
- Job Type
- Full Time
- Employee
- Years of Experience
- 7+ to 10 Years
- Education Level
- Bachelor's Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
IT Service Desk Supervisor
About the Job
Position Title
Service Desk Supervisor
The Service Desk Supervisor acts as the primary business point of contact to manage the 24x7x365 operations for the Service Desk. This position will work closely with the Service Desk Manager in Fremont to ensure linkages between the two service desks are closely aligned. In addition, this position will be responsible for closely monitor operations to ensure that key metrics are being achieved while delivering excellent customer service.
The Service Desk Supervisor is also responsible for the following specific areas:
RESPONSIBILITIES:
Program Planning, Development, and Evaluation
It is the Service Desk Supervisor’s responsibility to plan and develop programs funded and approved by the Client. The main planning, development, and evaluation functions include:
- Strategic administration and general management issues, which will include the day-to-day supervision of staff, and overseeing work organized by team leaders.
- Maintaining pre-defined service level agreements.
- Ensuring that all documentation is up to date and that all program participants are fully trained on processes and procedures.
- Overseeing overall operations including facilities management.
- Carrying out responsibilities for the use of automated and computerized systems.
- Keeping computer inventory up to date and planning future capacity requirements.
- Implement strategies to improve operations and inventory efficiencies.
- Work in cross-functional teams to create integrated Logistics requirements and provide Logistics expertise.
- Analyze strengths and weaknesses of the Service Desk team.
- Supervise the activities of employees.
- Periodically review technicians work in the way of tickets and confirm operational effectiveness.
- Ensure productivity targets are met and maintain computerized administration and automated storage and retrieval systems.
- Ensuring the health, safety, cleanliness and security of the work environment.
Requirements:
- BS degree in Computer Sciences or related field preferred.
- 5 – 8 years minimum experience in IT management/supervisory role.
- The ability to focus on people and policies as well as ethical and moral concepts in the work place.
- The ability to maintain a holistic view of the business by being able to bridge people, process and information in order to produce business results.
- The ability to maintain a strategic view as where details are a matrix of centralized measurements and localized processes.
- Excellence in problem solving, communication and organizational skills.
- Effective collaborator, strong leadership, creative and independent thinking.
Interested applicants send resumes to: https://milestone-openhire.silkroad.com/epostings/index.cfm?fuseaction=app.jobInfo&version=1&jobid=58
