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IT Service Desk Supervisor
1 month ago
Description How to Maximizeyour opportunity to do rewarding work,your future leadership potential,and your career growth? Join an Industry Leader[Become one, too] Octapharma Plasma offers professional opportunities that make a meaningful difference. We enhance the lives of patients who need our life-saving medicines. We reward the donors who provide the plasma we collect to make them. And we inspire growth and development in the teams at our donation centers, offices, and labs. We invite you to do the same in this role: IT Service Desk Supervisor, Charlotte, NC This Is What You’ll Do: Monitor agent performance and provide feedback and coaching as appropriate. Monitor staff attendance and manage resource availability to guarantee delivery of service and support. Assist with or deliver training alerts/critical updates to keep the team current on changes that may occur in information or procedures. Continually look for and suggest process improvements and training opportunities that will deliver efficiencies to the business. Oversee the monitoring and escalation of outstanding incidents and service requests. Supervision of daily activities for Service Desk agents. Perform audits of completed tickets for compliance using ITIL best practices to ensure service KPIs are met. Perform audits of active and completed phone calls for compliance with call handling and customer service metrics. Develop procedures and standards to increase First Contact Resolution (FCR). Accountable for Service Desk agent development Job Experience: Experience in an IT role effectively troubleshooting reported issues and monitoring notifications. Experience working effectively with varied and shifting priorities, executing proper time and task management skills. Experience working accurately and confidently with service desk tools and technology, familiar with ITIL and ITSM platforms, remote access tools, and knowledge resources. Experience building effective working relationships between team members and with other teams while motivating team members to maintain a high level of performance. Experience monitoring service delivery performance metrics and liaising with the manager to ensure that SLAs are not breached. JOB SPECIFICATIONS: High School Diploma or equivalent, Associate Degree preferred. A minimum of 2 - 4 years’ experience: Leading in a call center, service desk, or help desk environment Providing technical support for IT Systems and Services. Diagnosing and resolving IT-related support requests (hardware, software, and applications) Processes and procedures based on the ITIL Framework (Incident, Problem, Change, etc.) Contributing to the improvement of service processes and customer satisfaction HDI - Support Center Team Lead certified a plus ITIL v3 or v4 certification or training a plus Do Satisfying Work. Earn Real Rewards and Benefits. We’re widely known and respected for our benefits and for leadership that is supportive and hands-on. Formal training Outstanding plans for medical, dental, and vision insurance Health savings account (HSA) Employee assistance program (EAP) Wellness program 401 (k) retirement plan Paid time off Company-paid holidays Personal time More About Octapharma Plasma, Inc. With donation centers and team members throughout the U.S., Octapharma Plasma, Inc. collects plasma to create life-saving medicines for patients worldwide. We are growing at an impressive pace, and so is the positive impact of our work. Our community relies on teamwork, compassion, and expertise to get things done the right way, while making a meaningful difference in the lives we touch. INNER SATISFACTION. OUTSTANDING IMPACT.
