IT Operations Supervisor

4 weeks ago


Charlotte, North Carolina, United States TEKsystems Full time
About the Role

We are seeking a skilled IT Operations Supervisor to oversee our Service Desk Team in Charlotte, North Carolina.

Job Summary

The successful candidate will be responsible for managing and maintaining high-quality incident management and activities required by the Service Desk Team. This role involves call center management, ensuring services are delivered within agreed SLAs.

Key Responsibilities
  • Maintain high-quality incident management and activities through effective team leadership and problem-solving skills.
  • Develop and implement strategies to improve call center operations, including monitoring team performance, identifying problems, and implementing solutions.
  • Prepare and report call center performance metrics, including call volumes, ticket data quality, and SLA breaches, to IT Service Center Leadership.
  • Manage individuals and teams, allocating responsibilities and work packages as needed.
Requirements
  • 2-3 years of experience in managing large service desk teams (18+ agents).
  • Strong customer service and metrics-driven approach.
  • Cultural fit and technical expertise preferred.
What We Offer

This is an excellent opportunity to join a profitable and stable company with a great work environment. The company celebrates holidays and recognizes employee initiatives. You will have flexibility in your work and opportunities to grow professionally.

Working Conditions
  • Two 15-minute breaks per day.
  • One-hour lunch break.
  • Dell Servers, Desktops, and Laptops.
  • Mobile Devices (Android, iOS, Windows).
  • Call Center open from 7am-8pm, 7 days a week.
Estimated Salary Range

$70,000 - $90,000 per year, based on location and experience.



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