IT Service Desk Supervisor

7 days ago


Charlotte, North Carolina, United States Octapharma Plasma Full time
IT Service Desk Supervisor

Are you a technical expert looking for a challenging role where you can make a meaningful impact? We're seeking an IT Service Desk Supervisor to join our team at Octapharma Plasma, Inc.

Key Responsibilities:
  • Monitor agent performance and provide feedback and coaching to ensure high-quality service delivery.
  • Manage staff attendance and resource availability to guarantee delivery of service and support.
  • Assist with or deliver training to keep the team current on changes in information or procedures.
  • Continually look for and suggest process improvements and training opportunities to deliver efficiencies to the business.
  • Oversee the monitoring and escalation of outstanding incidents and service requests.
  • Supervise daily activities for Service Desk agents.
  • Perform audits of completed tickets for compliance using ITIL best practices to ensure service KPIs are met.
  • Develop procedures and standards to increase First Contact Resolution (FCR).
  • Accountable for Service Desk agent development.
Requirements:
  • 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.
What We Offer:
  • 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

We're a growing company with a strong commitment to teamwork, compassion, and expertise. If you're a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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