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Help Desk Supervisor- Fairborn,OH (1st shift) NC52542253

Help Desk Supervisor- Fairborn,OH (1st shift) NC52542253 Fairborn, OH, US
Job Description Supervises the day-to-day operations of the level one service desk agents.
Identifies, researches, and resolves complex technical problems.
Creates and manage s escalation procedures and ensures service levels are maintained.
Documents, tracks, and monitors problems to ensure resolution in a timely manner.
A level III supervisor has full authority and may be considered lower middle management.
Familiar with a variety of the field's concepts, practices, and procedures.
Relies on extensive experience and judgment to plan and accomplish goals.
This position has level one and level two agents reporting to it.
Performs a variety of tasks.
A wide degree of creativity and latitude is expected.
Typically reports to a manager or head of a unit/department.
Required Skills Requires a Bachelor's degree and 5-7 years; 2 years supervisory experience.
Additional Skills: Smart Card technology, Remedy Ticketing System experience, SharePoint experience, familiar with ITIL processes.
Employment Type Full time
Career Level
Job ID 52542253
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world?s leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. Our focus on Bringing Service to Life is more than a tagline, it?s the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional Area Call Center/Help Desk Operations
Department
+ Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is availableand the supplemental poster is. If you need more information or require special assistance for persons with disabilities or limited English proficiency, contact Serco HR Service Desk at 866-628-6458 or 703-939-6006. You may also e-mail us at.? 2017 Serco Inc.All Rights Reserved.1818 Library Street, Suite 1000, Reston VA 20190


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