Help Desk Supervisor

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
Salary Range: NA
Minimum Qualification
5 - 7 years

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