IT Operations Supervisor
4 weeks ago
We are seeking a skilled IT Operations Supervisor to oversee our Service Desk Team in Charlotte, North Carolina.
Job SummaryThe 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.
- 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.
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.
$70,000 - $90,000 per year, based on location and experience.
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