IT Service Desk Supervisor

1 day ago


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

Octapharma Plasma is seeking a highly skilled IT Service Desk Supervisor to join our team in Charlotte, NC. As a key member of our IT department, you will be responsible for leading our service desk team and ensuring the delivery of exceptional customer service to our internal and external customers.

Key Responsibilities:
  • Monitor agent performance and provide feedback and coaching to ensure high-quality service delivery.
  • Manage 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.
Preferred Qualifications:
  • High School Diploma or equivalent, Associate Degree preferred.
  • A minimum of 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.
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.
About Octapharma Plasma:

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.



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