Service Desk Supervisor - Kiewit Technology Group

Kiewit Omaha , NE 68102

Posted 2 months ago

Requisition ID: 88940

Kiewit Technology Group's (KTG) mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys apps to the field that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses the Kiewit Management System (KMS), which includes systems and tools that manage every part of Kiewit's business and lifecycle of a project, to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. Every day our employees make an impact the efficiency of the iconic projects Kiewit builds and you can too.

Summary:

The Service Desk Lead Associate will directly manage a team of Service Desk technicians. Their role is to provide leadership and guidance to a team of enterprise support technicians to ensure their success. In this role, you will provide coaching and direction regarding the quality of customer interactions and daily operations and assess resources and staff needs for the team. You will analyze operational data to measure and drive efficiency gains.

Essential Job Responsibilities:

  • Holds self, team, and others accountable for expected delivery in order to keep active work to task, on time and with high quality

  • Pro-actively seek opportunities for continuous improvement within the department and acting upon findings to initiate improvements, presenting ideas in a persuasive and compelling way to gain support

  • Aligns resources to meet organizational goals; clearly communicates roles and responsibilities; sets clear expectations; provides timely feedback and follow-up

  • Assist with escalations involving resource constraints or quality issues when needed

  • Articulates clear performance goals and provides frequent performance measurement feedback

  • Proactively identifies and develops high-performance teams and individuals; implements succession planning throughout the organization based on skill evaluation

  • Connects and builds relationships with others inside and outside the organization; develops highly effective alliances

  • Assisting with annual budget planning and people budget for their team (salary, training, and travel costs).

  • Research and respond to customer inquiries within service levels

  • Able to adhere to Service Desk guidelines and measurements

  • Maintain confidentiality of customer and agent information

  • Successfully complete required training programs

  • Properly record and update pertinent information in ticketing system and knowledge base

  • Act as a mentor to colleagues and promote knowledge sharing

  • Other duties as assigned

Requirements:

  • 2 years of management experience in the field of information technology or related discipline.

  • Energetic, fast paced, sense of urgency with an ability to work in a fast-paced environment of continuous change and challenges

  • Excellent communication, follow-up, interpersonal and customer service skills

  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

  • Attention to detail

  • Strong organizational skills

  • Results-oriented and likes a challenge

  • Participative management style

  • Ability to resolve complex inter-personal problems

  • Ability to empathize with, actively listen to, deal sensitively and professionally with customers

  • Must be adaptable and willing to learn new systems/services as processes and technology change on a regular basis

Preferred:

  • Experience monitoring, driving and coaching call quality

  • Working in and scheduling for a multiple shift call center

  • Experience with ServiceNow

  • Bachelor's Degree

About Kiewit

As one of North America's largest, most respected construction and engineering organizations, with 2018 revenues of $9 billion, Kiewit exists to make a difference. We improve and connect communities across the United States, Canada, and Mexico through complex projects in transportation, water/wastewater, power, oil, gas and chemical, building, industrial and mining. Our services are as diverse as the skills of our 20,000-strong workforce to whom we provide challenging, honest work in a caring and collaborative culture. A sense of adventure, pride and fulfillment is built into every career at Kiewit.

How We're Different

  • Consistently ranked within the top five of the "Top 400 Contractors" according to Engineering News-Record

  • Top-tier health, dental and vision insurance available from Day One of employment

  • 401K savings plan that includes company dollar-for-dollar match on contributions up to 6 percent of base pay

  • Our employees are entitled to accrue at least 20 days paid time off each year

  • We spend an average of $8,500 per employee each year on training and career development and reimburse up to $5,250 per year in outside tuition costs

Kiewit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


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Service Desk Supervisor - Kiewit Technology Group

Kiewit