Service Desk Supervisor

DominionTech Computer Services

Location: Williston,VT

Type: Full Time

Education: No Ed Requirements

Experience: 1 - 2 Years

The Service Desk Coordinator (SDC) serves as the process rockstar for the Service Desk team to ensure that all client reactive issues are met by DominionTech Standards and that the team is energized and poised for success. The SDC will be responsible for maintaining workflows and adhering to processes to drive results for the entire Service Desk team and will be motivated to provide innovative and strategic ideas for department improvement.

Responsibilities:

  • Receive, document (create a quality ticket), and respond to incoming client requests based on established response times for success.
  • Continuously evaluate and adjust Service Delivery boards for team members of the team to keep tickets flowing properly and oversee management of all service incidents to resolution
  • Lead and communicate documentation and delegate to the team when it is necessary to update or create documentation for clients
  • Triage, work, and close entry level tickets when possible
  • Identify and execute solutions for chronic ticket problems and recurrences
  • Prioritization and management of service incidents
  • Effective use and execution of communication tools for both clients and internal use for maximum efficiency (including pager on call SOP, receptionist services, etc.)
  • Creating standardized templates and ensuring the team is utilizing the correct processes and procedures.
  • Find ways to improve processes to increase efficiency and/or customer satisfaction
  • Regular time entry and service ticket updates
  • Cross-Departmental communication to drive productive outcomes and efficiencies across all Service Delivery areas
  • Embody the Agile Service Delivery process throughout the Service Desk Team & present ways to improve the process regularly
  • Product ordering & receiving

Qualifications:

  • Desire for regular evolution & improvement
  • Advanced computer user – the ability to leverage software for automation and reporting
  • Understanding of technology and its role in a business environment
  • Detail Oriented
  • Self-motivated
  • Goal-oriented
  • Excellent communicator both verbal and written
  • Time management skills that allow you to effectively manage multiple tasks and initiatives simultaneously

 

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