Helpdesk Supervisor

4 weeks ago

Rochester, United States Qodoro Global LLC Full time
Job DescriptionJob DescriptionJob Title: Helpdesk Supervisor / Field Operations SupervisorDuration: 6 + Months (Contract to Extension)Salary: $34-35/hr on 1099Location: Orange, CT / Rochester NY / Augusta ME

Note: Need people with prior supervisory or LEAD experience.

Position Overview:

  • Manage and control all the activities executed by the Field Services. Optimize the use of the resources assigned to the different activities in the Field Services and provide the required productivity improvements to achieve the committed SLAs.

Duties/Responsibilities:

  • Coordinate, control, and manage the Incident and Maintenance Service to ensure AVANGRID end user incidents are met AVANGRID Requirements.
  • Organize Field service area to assign and schedule work to field service resources for incidents resolution.
  • Manage technical escalations with AVANGRID Service owner.
  • Coordinate with AVANGRID Service Owner and Communication office to effectively ommunicate incidents that may affect to an extensive user population.
  • Coordinate with the AVANGRID Excellence Office to define and implement proactive tasks required seeking incident avoidance. Focus on Top10 incidents in the area.
  • Correct management of any Request Item (RITM)
  • Implement strategies for effecting change, controlling change, and helping people to adapt to change.
  • Management and maintenance of the business processes used to create, manage, disseminate, share, and use the information.
  • Management of creating, using, sharing, and maintaining the knowledge and information of the organization.
  • Create and maintain an environment where people can perform to their best and produce the highest-quality work most efficiently and effectively.

Education and Experience:

  • Experience in coordinating and directing end-user support projects.
  • Experience in planning innovation projects.
  • Application of technological renewal processes in similar projects.
  • Experience in reporting oriented to service-specific information.
  • Technical training in micro informatics.

Knowledge:

  • Knowledge in processes and methodology proposed by INETUM
  • Service management tools.
  • Elaboration of procedures and technical manuals.
  • Knowledge of ITIL
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