Service Desk Supervisor Apply Job ID 1684904 Location San Antonio, Texas, United States Clearance
Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.
Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many waysnot only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.
Perspecta's talented and robust workforce14,000 strongstands ready to welcome you to the team. Let's make an impact together.
Perspecta has an immediate need for a Service Desk Supervisor in San Antonio, TX
The Desktop Technical Supervisor, reporting to the Desktop Support Manager is responsible for supervising day-to- service levels of Desktop Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. In addition the Desktop Technical Lead must support resolution of desktop related incidents.
Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
Ensure proper management of ACD, skill sets and Remedy queues.
Manage the Service Desk performance to exceed performance metrics and incentive goals.
Enforce adherence to Service Desk policies and procedures
Promote a positive team environment and seamless communication within the Service Desk.
Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
Display and promote a professional sense of urgency.
Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
Ensure self and staff compliance with all ITIL and functional processes and procedures.
Participate in metrics reviews. Seek out opportunities to continually improve service levels.
Prepare and maintain staffing plans and holiday/time-off schedules.
Manage contacts with customers, direct reports, peers, and independent vendors.
Participate in Incident auditing activities.
Ensure smooth transition of new/improved services to Svc Operation.
Coordinate with Training personnel to identify new/remedial App Support training needs.
Participate in the Management of Change (MoC).
Work special projects as required. Maintain all area documentation.
Assist with Desktop Incident Resolution
Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate service delivery methodology innovation
Proven project management skills in setting priorities to meet project deadlines
Strong knowledge of Service Desk support environments
Strong analytical, presentation, and problem-solving skills
Experience leading and developing personnel
Ability to establish a solid working relationship with customer, staff, managers and peers
Proven technical competency in the following areas:
Microsoft Office Products: Word, Excel, PowerPoint and Outlook
Microsoft Visio and Project
BMC Remedy version 8.x
Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
5+ years of proven IM/IT leadership experience
Microsoft Certified IT Professional (MCP) preferred
HDI certification preferred
A/AS Degree in Computer Science, MIS, or related field/equivalent experience
Relevant technical certifications
Must have or be able to obtain ITILv3 Foundations Certification
EEO Tagline: Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories