Field Operations Lead

2 weeks 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 Opportunities Available

Note: Candidates with prior supervisory or leadership experience are preferred.

Position Summary:

The Helpdesk Supervisor will oversee and direct all operations conducted by the Field Services team. This role is crucial in optimizing resource allocation and enhancing productivity to meet established service level agreements (SLAs).

Key Responsibilities:
  • Oversee and manage incident and maintenance services 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 service owners.
  • Coordinate communication efforts regarding incidents that may impact a large user base.
  • Work with the Excellence Office to identify and implement proactive measures aimed at preventing incidents, focusing on the top 10 recurring issues.
  • Ensure proper management of all Request Items (RITM).
  • Develop and implement strategies for managing change and assisting personnel in adapting to new processes.
  • Maintain and manage business processes related to information creation, management, and dissemination.
  • Oversee the creation, sharing, and maintenance of organizational knowledge and information.
  • Foster an environment that encourages high performance and quality work.
Qualifications:
  • Proven experience in coordinating and directing end-user support initiatives.
  • Background in planning and executing innovation projects.
  • Familiarity with technological renewal processes in relevant projects.
  • Experience in service-specific reporting.
  • Technical training in microinformatics.
Required Knowledge:
  • Understanding of processes and methodologies proposed by INETUM.
  • Proficiency in service management tools.
  • Ability to develop procedures and technical documentation.
  • Knowledge of ITIL principles.

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