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Service Desk Supervisor - Deskside Operations

Company: DBA Web Technologies
Location: Charlottesville
Posted on: May 18, 2019

Job Description:

Service Desk Supervisor - Deskside Operations (SCCM, ITIL, ServiceNow ITSM. Tech Support, Active Directory) in Charlottesville, VA Position Service Desk Supervisor - Deskside Operations (SCCM, ITIL, ServiceNow ITSM, Tech Support, Active Directory) Salary Excellent compensation with benefits Bonus 401K Location Charlottesville, VA Duration Full-Time Permanent position (no contract, no remote, no corp to corp) Travel 20 Skills Service Desk Supervisor, Deskside Operations, SCCM, ITIL, ServiceNow ITSM, Tech Support, Active Directory, VOIP Telephony Platforms, call center functionality, CompTIA A, Microsoft Certifications. ROLE DESCRIPTION Searching for a results driven and service oriented Service Desk Supervisor Deskside Operations with 5 years of related IT supervision or management experience and a strong technical background. Strong interpersonal and leadership skills are a must and qualified candidates will display a basic understanding of ITIL framework. MUST-HAVES REQUIREMENTS 5 years of prior IT supervisory or management experience. Ideal candidate will have strong written and oral communication skills. 5 years of experience performing complex technical support for business-critical systems. CompTIA A, Microsoft, and ITIL certifications. Advanced knowledge of PCMac software, operating systems, applications, network, and hardware. Advanced knowledge of Microsoft System Center Configuration Manager (SCCM). NICE-TO-HAVES REQUIREMENTS Advanced knowledge of Active Directory which includes creating modifying accounts and managing group membership. Experience with the ServiceNow ITSM platform Knowledge of VOIP telephony platforms and call center functionality. Ability to multitask in a fast paced environment. Ability to effectively oversee the work of others. Ability to maintain confidentiality when working with sensitive information. PRIMARY RESPONSIBILITIES Supervise day-to-day operations of a team of 8 Service Desk Level II III analysts who support our physical office locations worldwide. Candidate will be expected to consistently drive SLA compliance and overall customer satisfaction. Directly oversee enterprise-wide computer hardware purchasing, imaging, deployment, or shipment. Candidate will consistently execute process to ensure expiring hardware is routinely refreshed across the organization. Facilitate scheduled site visits for remote office locations to ensure continued hardware health and support at locations without a dedicated IT presence. Work closely with System Administration team to ensure corporate OS images are up to date and secure. Actively monitor ticket SLAs and ensure the team is meeting expectations set by the business. Candidate will also routinely monitor their team s recorded calls, review survey data, and help remediate customer complaints. Participate in globalregional project work and delegate responsibilities to team members as required. Facilitate and document analyst s shift schedules and requested time off. Candidate will be responsible for ensuring adequate coverage during normal business hours. This person will also review payroll for a team of 8. Work with colleagues to document and refine corporate IT processes. Candidate will participate in Major Incident, Problem, and Change processes including tracking, documentation, reporting, and facilitating all applicable communications surrounding established processes. Implement and maintain an internal and user facing knowledgebase, ensuring all posted documentation is up to date at all times. Candidate will assist the End User Services Manager with the hiring and training of all new team members as well as assist with the annual performance review process. Consistently drive improvement efforts in a global team environment. THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING 5 years of prior IT supervisory or management experience. Ideal candidate will have strong written and oral communication skills. 5 years of experience performing complex technical support for business-critical systems. CompTIA A, Microsoft, and ITIL certifications. Advanced knowledge of PCMac software, operating systems, applications, network, and hardware. Advanced knowledge of Microsoft System Center Configuration Manager (SCCM). Advanced knowledge of Active Directory which includes creating modifying accounts and managing group membership. Experience with the ServiceNow ITSM platform. Knowledge of VOIP telephony platforms and call center functionality. Ability to multitask in a fast paced environment. Ability to effectively oversee the work of others. Ability to maintain confidentiality when working with sensitive information. Excellent oral and written communications skills. Highly motivated with the ability to flex in a highly dynamic environment. Positive attitude, successfully working as a team player with business and technology stakeholders. Please click the Apply Now button below to send your resume.

Keywords: DBA Web Technologies, Charlottesville , Service Desk Supervisor - Deskside Operations , Other , Charlottesville, Virginia

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