Service Desk Supervisor
Virtustream Inc. - Vienna, VA

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Virtustream (www.virtustream.com ) is a leading enterprise cloud software and services provider. The company's secure high-performance cloud platform, xStream, enables hybrid cloud deployments, supports multiple hypervisors, and is the industry's first to offer a sub-virtual machine pricing model that is truly consumption-based. Virtustream’s team comprises of architects, engineers and developers with deep expertise in cloud migration strategies, cloud platform deployment, enterprise application management and advanced data center technologies.

Service Desk Supervisor – xStream Operations Center, is a hands-on role, providing
day-to-day supervision of members of the xStream Operations Center Service Desk
team. The xStream Operations Center provides 24/7 operations support to Virtustream customers around the globe and monitors the xStream cloud computing platform in multiple data centers in North America and Europe. The team is currently staffed with ten resources in three locations, in the US and UK.

The Service Desk team interacts with Virtustream customers to analyze issues, replicate
problems, and coordinate resolution to the customers’ satisfaction. This client-facing role involves front line support, issue management, escalation and reporting according to established procedures. The Supervisor role requires strong communication and coordination skills to successfully manage multiple customer interactions and technical support cases simultaneously.

The xStream Operations Center uses an ITIL v3 framework for managing service
requests from customers, responding to and managing incidents related to
services provided, managing problem resolution, and participating in the change
management process. The Service Desk Supervisor will take a lead role in drafting policy, documenting processes, and developing procedures.

Service Desk Analysts provide ‘Level0’ and ‘Level1’ support for Virtustream
customers. This requires validation of the request or the incident, an understanding of the customer systems within Virtustream Cloud ecosystem, and the technical ability to execute the required troubleshooting. Full ticket management, updating the activity log, and providing customer communications are vital tasks within the role. Building
supporting documentation is always required. The Service Desk Supervisor must have the technical skills and experience to provide support and guidance for the members of the Service Desk team.

Will be eight hour shifts, working late afternoon / evening (3:00 pm – 11:00 pm) on weekdays. On call some weekends.

Supervisory

Provide daily oversight to Service Desk support staff by defining and establishing schedules, setting priorities, providing support and direction as needed

Primary Incident Response and Management role, providing oversight of Service Desk team members and ensuring excellent customer communications. Manages internal and external escalation as required

Gather and analyze metrics required for continual improvement dashboard, tracking key performance indicators tracking Operations Center performance and trends

Continue development of training materials and ensure on-going training of Service Desk staff in new policy, process and procedures

Offer suggestions and develop process improvements, including the development of new process and procedure documentation

Provide coaching and mentoring for Service Desk staff

Participate in development of bi-annual and non-periodic staff performance feedback

Provide department Director with administrative and team support, as required

Operational

Provide day-to-day customer support for all aspects of the xStream cloud computing platform via telephone, email, and ticketing and monitoring systems

Prioritize and manage service requests, incident management, escalation, and reporting to maintain service level agreements

Understand Virtustream organizational structure as needed to provide relevant and timely escalation of incidents and customer requests.

Work closely with Virtustream technical resources to resolve issues in a timely and professional manner

Maintain accurate and complete records of all customer support interactions using service desk tools and established procedures

Perform ‘Level0’ validation and ‘Level1’ resolution / fulfillment for customer support.

Perform root cause analysis, identify trends and document troubleshooting knowledge for review by team mates

Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures

QUALIFICATIONS - KNOWLEDGE - SKILLS:

Bachelors’ degree in a technical discipline (i.e. Information Systems or Network Management) or Masters’ in a technical or business discipline (i.e. Management)

Strong knowledge of enterprise technology infrastructure (i.e. converged networks, Storage Area Networks [SANs] servers, enterprise server software including Windows Server 2008, Linux, and monitoring technologies)

Knowledge of cloud computing concepts, software, and systems (i.e. networking, virtualization, VMware, hypervisors)

Previous service desk supervisory experience required, managed services experience with more than 100 customers is required

ITIL familiarity is required and recent ITIL v3 experience is a plus. ITIL v3 Foundation certification is very highly desirable

Recent experience with multi-tenant service desk ticketing and tracking system is required (ServiceNow, ZenDesk, SalesForce, but Nimsoft is highly preferred)

Excellent customer service skills are expected

Excellent communications skills, both written and verbal are required

Positive attitude with enthusiasm and drive

Good time management skills

Ability to work alone and within a team

Ability to work toward meeting deadlines

Ability to work night and weekend shifts

Availability for “on call” duties as needed

Industry recognized qualifications are preferred (Cisco, Microsoft, PMP, ITIL, etc.)

ADA Specifications

This position is primarily sedentary and is performed in an office setting. The
physical demands of this position are limited to the ability to use a computer,
telephone and standard office equipment, lift up to 25 lbs., bend, stoop, and
carry articles used in office activities. Occasional travel, including operating a motor vehicle, may be necessary.

Virtustream is an EOE. We provide excellent benefits that include: medical, dental and vision coverage, in addition to STD/LTD and Life insurance. Employees also receive vacation days, sick pay, and can be enrolled in our optional 401K plan.

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