IT Service Desk Supervisor
SAVVIS Inc. - Washington, DC

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Savvis Culture:

Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

General Responsibilities

SAVVIS’s IT Service Desk Supervisor will oversee the operational effectiveness of the customer Service Desk and will work closely with and report to the Service Desk Manager, to ensure compliance with the Service Levels. The SD Supervisor, will maintain communications with the SDMgr and Client to review and enhance procedures and methodology, thereby promoting continuous improvement of the Service Desk. Key responsibilities will include but are not limited to: §

Daily Oversight of Tier 1 and Tier 2 §

Responsible for performance evaluations and related compensation recommendations, discipline, training of assigned staff to ensure operational effectiveness of group. (including but not limited to completing appropriate documentation, request for UPI, new employee paperwork submission, account creation requests, equipment distribution and tracking, quarterly reviews, review and maintenance of weekly performance reports, scheduling including remote shift schedule, holiday coverage, vacation, sick and comp time tracking...) §

Manages the activities and personnel associated with providing technical services to internal and external customers §

Facilitates and participates in employee team meetings §

Manages conflict and deals effectively with others in an antagonistic situation, liaising with the Service Desk Manager §

Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance §

Performs frequent ticket reviews for employees §

Presents a positive disposition and maintains constructive interpersonal relationships under stress §

Uses appropriate interpersonal styles & methods to reduce tension or conflict amongst colleagues
· Monitoring of Daily performance Objectives §
Identifies, prioritizes and confirms resolution of reported problems with desktop, laptop and networked systems. Ensures all phases of desktop support including installations, upgrades, software, hardware, operating systems and operating systems configuration issues are properly coordinated, monitored and resolved. (follow up on issues identified by staff or open outages in a timely manner keeping Service Desk Manager informed of progress, ...) §
Uses available resources (people, processes, tools) to complete work efficiently §
Provide an expert level of technical support and guidance across all areas of support: Lotus Notes, Remote Access, Software, CUSTOMER Applications, and Network. §
Implement Service Desk policies and procedures as set by the Contract, SAVVIS and\or CUSTOMER Mgmt.
· Provide first line escalation point for customer issues or concerns §
Act as a point of escalation during prime and non prime hours, for sensitive, high profile issues, keeping the Service Desk Manager properly updated.
· SLA Monitoring and Reporting §
Provide call statistics to Service Desk manager on daily and weekly accomplishments. Respond to ad hoc requests for statistics from CUSTOMER management and/or support partners. §
Monitor call statistics daily to ensure that work methods are in line with contract metrics, keeping the SDM up to date.
· Process Improvement Suggestions §
Assess, provide or communicate the need for additional tools or training to the SDM. §
Provide feedback on learns learned from areas impacting the Service Desk
· Technical Staff performance review
· An above average performance record with regard to attendance, punctuality and working outside of regular hours.
· Flexibility with regard to work hours.
Communication and Customer Service Skills
Must possess and demonstrate strong, positive leadership qualities consistently.
· Excellent verbal and written communication skills.
· Strong administrative skills; organized, efficient and versatile.
· Ability to effectively, maturely and cooperatively work as a part of a team.
· Ability to work independently without direct supervision.
· The ability to maintain both a professional and positive attitude at all times.
· The ability to take a proactive, customer service approach when dealing with all levels of CUSTOMER. This includes the ability to work with irate customers and diffuse volatile situations.
· Must present a positive image.
Federal law requires all employers to verify the identity and eligibility of all persons hired to work in the United States. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. No phone calls, please.


Skills Required