Supervisor, Service Desk

Employer
Ironbow
Location
Chantilly, VA
Posted
Jul 20, 2021
Closes
Jul 30, 2021
Ref
2142294230
Hours
Full Time
The OCCHD team is responsible for providing support to our nation's Veterans and VA Providers, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. This position will be responsible for the delivery of departmental results through successful direction and management of a team or staff while assuring the highest level of customer satisfaction.A' The individual in this position will have previously performed technical or professional duties in a support environment.A' The Supervisor will interact frequently with customers and other members of leadership. Shift is Tuesday - Saturday; 10am - 7pm. ESSENTIAL DUTIES AND RESPONSIBILITIES: Primarily responsible for the professional development of team members through the performance management process and informal coaching techniques Responsible for all Help Desk tiers in providing coverage and staffing, contributing to established service levels Contribute to Help Desk Improvement by communicating observed gaps in team knowledge Use of monitoring tools to provide feedback to team members Track and maintain compliance with established metrics Work to provide the needed guidance to team members in ensuring customer commitments are kept Provides coaching and mentoring to team members regarding the technical and operational aspects of their jobs to assure understanding of tasks and maximize team performance Work to provide strong leadership that mentors, develops, and guides team members to leverage the value of each interaction Participate in continuing efforts to improve quality through parallel observation, real-time coaching, and structured team break-outs Manage day-to-day oversight of Client Service Center operations, which includes monitoring/tracking of alerts, incidents, requests, and problems. Ensure alert management best practices are in place and properly configured. Perform daily system checks to assure critical systems and services are operational. Ensure that individual performance meets or exceeds department standards Develop shift schedules and ensure that appropriate levels of staffing are aligned with technical requirements of the various service contracts and SLAs. Complete daily, weekly, and monthly statistics review Interviews candidates and assists with hiring decisions Represents the management of Iron Bow in a positive and professional manner Conducts all customer interactions in a manner that presents Iron Bow in a positive light Supervisors are required to be respectful, fair, gracious, and knowledgeable and to uphold our core values Develops strong working relationships with cross-functional teams Assist in building technical knowledge base and escalation policies for day-to-day issue resolution for network, systems and site management. Responsible to ensure that their teams maintain a high level of customer satisfaction with no significant quality issues Improves effectiveness of Service Desk and monitors quality of transactions Participates in rotating On-Call Rotation Adapt to changing priorities without impacting the customer experience Perform monthly case quality reviews Ensure that all staff members are trained on necessary customer support and services requirements, and that necessary reference materials are written and updated regularly. EDUCATION and/or EXPERIENCE: Bachelor's degree in computer science, math, or electrical engineering, information technology, or proven equivalent work experience. 5 - 7 years of technical service desk experience is desired, including support of hardware, software, and network components. QUALIFICATIONS (DESIRED SKILLS AND EXPERIENCE): Excellent, Clear, concise written, oral, and interpersonal communication skills. Demonstrated strong customer focus in service operations environment. Superior experience working with software applications Interpersonal communication and de-escalation skills Provide Process and Product Training as needed Demonstrated experience managing projects and executing against defined timelines History of consistently meeting or exceeding established individual performance objectives Ability to communicate ideas in both technical and user-friendly language. Experience working in a team-oriented, collaborative environment. Knowledge of applicable data privacy practices and laws. Intermediate Microsoft office, Presentation, and Reporting Skills Experience in the installation, configuration, use and troubleshooting of mobile and desktop devices. Experience supporting tablet and/or 4G issues a plus. Travel to Veterans Administration location to provide on-site support as needed Regular and reliable attendance is required. Ability to obtain and maintain Public Trust Security Clearance. US Citizen PROFESSIONAL ATTRIBUTES: Exceptional interpersonal skills Demonstrated conflict management skills Problem Solving/Analytical and Functional Skills Communication (Verbal and written) Excellent Time Management Teamwork Enthusiasm Flexibility Results Focused Organizational Skills Coaching/Knowledge Transfer Ability Influencing/Negotiating Product Expertise Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. #LI-TM1 #IND123