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Field Operations Lead

2 months ago

Rochester, New York, United States Qodoro Global LLC Full time
Job Overview

Position Title: Helpdesk Supervisor / Field Operations Supervisor

Contract Duration: 6 + Months (Potential for Extension)

Compensation: $34-35/hr on 1099

Location: Remote

Note: Candidates must possess prior supervisory or leadership experience.

Position Summary:

The Helpdesk Supervisor will oversee and streamline all operations conducted by the Field Services team. This role is crucial in optimizing resource allocation for various activities within Field Services, ensuring productivity enhancements to meet established service level agreements (SLAs).

Key Responsibilities:
  • Oversee and manage the Incident and Maintenance Service to ensure compliance with organizational standards.
  • Organize the Field Service area to effectively assign and schedule tasks for incident resolution.
  • Handle technical escalations in collaboration with the Service Owner.
  • Work with the Communication Office to relay information regarding incidents that may impact a broad user base.
  • Collaborate with the Excellence Office to define and implement proactive measures aimed at incident prevention, focusing on the top ten recurring issues.
  • Ensure proper management of all Request Items (RITM).
  • Develop and implement strategies for managing change and facilitating adaptation among team members.
  • Oversee the business processes involved in creating, managing, and disseminating information.
  • Manage the creation, utilization, sharing, and maintenance of organizational knowledge and information.
  • Foster an environment that encourages optimal performance and high-quality output.
Qualifications:
  • Proven experience in coordinating and directing end-user support initiatives.
  • Background in planning and executing innovation projects.
  • Experience with technological renewal processes in similar contexts.
  • Proficiency in reporting service-specific information.
  • Technical training in microinformatics.
Knowledge Requirements:
  • Familiarity with processes and methodologies proposed by INETUM.
  • Experience with service management tools.
  • Ability to develop procedures and technical documentation.
  • Understanding of ITIL principles.