Supervisor-Service Desk
Piedmont Natural Gas - Charlotte, NC

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Position Purpose:

The Service Desk Supervisor is responsible for leading a IS Desktop Service Technician Team in support of multiple Client engagements. The Service Desk Supervisor is responsible for ensuring processes and procedures are adhered to and that customer SLA’s are achieved with the Desktop Service Technician Team.This position maintains close working relationships with Business Leadership, Project Managers, Project Champions, and all IS Managers.


Direct Reports: 10

Annual O&M budget: $100,000

Nature and Scope:

The Service Desk Supervisor works with departmental managers to continually improve processes within and connecting to the Desktop Support Technician Team . This position researches, reviews, recommends, communicates and measures internal IS processes. The position also develops, maintains, and reports on the Service Level Agreements and team Key Performance Indicators for the Desktop Support Technician Team . The S ervice Desk Supervisor reviews items to determine root cause and work with business leadership, EQM, Change Management and IS teams to implement solutions. The S ervice Desk Supervisor works with Corporate Communications and manages the communication process for IS issues impacting internal business customers. This role manages the work load of the Desktop Support Technician team to ensure that customer needs are met timely.

Principal Accountabilities:
  • Provide leadership in excellent customer service skills, as well as technical knowledge & competence
  • Monitor employee schedule adherence and attendance
  • Maintain and foster positive relationships with applicable customers and other support teams
  • Assist managers in implementing applicable strategic initiatives
  • Monitor work load & trends, and takes appropriate action when necessary
  • Responsible for ensuring knowledge base includes specific information that is accurate and readily available
  • Manage applicable knowledge, policies, and procedures to Service Desk and other support teams
  • Crafting and approval of communications that will be sent to customers
  • Manage and provide training/coaching opportunities and technical/non-technical support for direct reports
  • Monitor employee morale and notifies management of applicable issues
  • Manage the day-to-day support of PC hardware, software, printing and networking issues
  • Assign technicians to various operations and direct their activities related to service requests
  • Review and evaluate direct reports work and prepare performance reports to management
  • Meet with direct reports to ensure internal processes and SLAs are adhered to
  • Central point of contact in department for escalating issues to support teams and management as necessary
  • Create metrics and reports to enhance and improve overall customer experience
  • Develop and management processes and procedures to better fulfill customer request
  • Take ownership of client issues and escalate to appropriate IS department resource as necessary
  • Support Disaster Recovery (DR) testing
Knowledge, Skills & Abilities:

Minimum Qualifications:
  • BS degree or 5+ years’ experience in technology & user support
  • 5+ plus years customer service experience
  • 3+ yrs of supervisory experience
  • Data analysis and metrics reporting skills for business planning purposes
  • Effective verbal and written communications skills, including interpersonal and influencing skills
  • Ability to plan and manage daily operations and project work
  • Comprehensive understanding of Microsoft Office and supporting service desk technologies
Desired Qualifications:
  • Lean Six Sigma Certified
  • ITIL Foundation Certified
  • Microsoft Certified Professional or Higher
  • Configuration and Support Knowledge of Citrix, VPN, Remedy
  • Project Management Skills/Certification
Physical Requirements:
  • Work for extended periods of time on a computer
  • Occasional travel to company locations, may include overnight stay

The above job description does not encompass the totality of the responsibilities, obligations, competencies, tasks, and duties required of this position, and is intended only to convey the general requirements and accountabilities sought of the employee(s) assigned to this classification and potential applicant(s). Piedmont Natural Gas Company, Inc (“Piedmont”) reserves the right, at any time and in its sole and absolute discretion, to adjust this job description and the information provided herein. This job description is not intended as, and in no way constitutes, an employment contract.

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