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Service Desk Support Supervisor

Service Desk Support Supervisor

Who you are:

A rising star with expertise of delivering technical support management to government agencies looking for an opportunity to work in a fast growing tech services company.

What You'd Contribute

We want you to help us successfully Supervise/Lead Tier II/III Technicians with related issues in either:

  • Mobile = Apple products for iPhones & iPads. AirWatch-VMware, a bonus - OR -

  • Field Office = Hardware/Software, good with Remedy (cloud version, a bonus) - OR -

  • Desktop Apps = Apps/software support (Windows 10 & O365) - OR -

  • Account Management = Active Directory, high level i.e. group policy and security group related issues

Your passion in Technical Support Management will be obvious and you skills will show through your career. Your activities will have a real impact on our business. We’d love you to help us expand on our already substantial growth and expand your own experience.

 
  • Supervise, manage and motivate a team of Service Desk Agents responsible for providing end user support to Field offices and Census Field agents
  • Develop & Maintain Desktop Apps Analysts training documentation, provide formal and continuous training to ensure high quality service response
  • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues
  • Work with customers to collect and interpret information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues
  • Provide support to end users in their use of the following technologies:
  • Account Management functions in Active Directory
  • Single Sign-on
  • Mobile device management for Smartphone/mobile device (iphone, ipad, windows tablet)
  • PC/laptops (Windows 10)
  • Virtual Desktop (VDI) (Windows 10)
  • Outlook Web Application (OWA)
  • MS Office 365 / SharePoint
  • Personal Identity Verification (PIV) Cards
  • Other end user hardware & software technologies
  • Support the development of standard operating procedures, Knowledge Base (KB) articles for the use of service desks agents; conduct continuous improvement service desk support and update knowledge base as required
  • Use summary & individual performance metrics to continuously improve service desk performance and achieve/exceed the following SLA’s:
  • CRITICAL incidents/problems are responded to within 20 minutes of receipt and resolved or escalated within 4 hours
  • HIGH incident/problems are responded to within 30 minutes of receipt and escalated or resolved within 24 hours
  • MEDIUM or LOW incidents/problems are responded to within 2 hours of receipt
  • All information and changes pertaining to the incident/problem are updated in the ticket
  • Service requests are processed within one business day
  • 90% of calls are answered = 30 seconds
  • Manage, track, report, process and assign tickets daily. Track and analyze trends and produce reports as required
  • Perform regular quality evaluations of Service Desk Agent incident/service ticket inputs to identify and share good practices, as well as to address in adequate inputs

Responsibilities:

Qualifications

Must have:

  • A Security Clearance or the ability to obtain one

  • Ability to pass a criminal background and drug test

  • Reliable transportation

  • Bachelor’s degree

  • The ability to work a flexible schedule

What you should really know/have:

  • 3 years of experience operating in the role of Supervisor / Team Lead, successfully leading, managing and motivating a team of 5-15 direct resources

  • Demonstrated experience using the Remedy ITSM software in a fast paced service desk setting

  • Demonstrated technical knowledge of Windows (in particular Windows 10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365

  • Experience supporting and troubleshooting 3rd party browser plugs, such as Java

  • Experience with ArcGIS or similar Geography tools, desired

  • Demonstrated technical knowledge of Apple iOS (Tablets and iPhones)

  • Technical knowledge of network designs and firewalls to support troubleshooting of complex issues

  • Demonstrated experience developing and delivering training to service desk agents

  • Demonstrated ability to remain calm and cool in a high volume & pressure environment

  • Ability to communicate clearly and efficiently to team members and clients, verbally and in writing

  • Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills

  • Strong interpersonal skills with the ability to interact effectively with all levels of personnel, senior management, users, vendors and subcontractor personnel

  • Experience supporting and troubleshooting VDI delivered desktops and applications

  • Understands AD Group Policies (GPOs) and security groups

  • Extensive knowledge of Windows 10 Operating System

  • In-depth experience supporting networked printer solutions and end-user printer configurations

  • Strong familiarity with SharePoint permission controls and SharePoint end-user features

  • Strong analytical skills, with strong problem-solving capability

  • Excellent interpersonal, presentation and communication skills

  • Ability to work independently and as a member of a team

  • Ability to lead moderately complex initiatives and solutions

  • Experience tracking project activity; resolving problems; publishing progress reports; recommending actions

  • Experience preparing technical reports by collecting, analysing, and summarizing information and trends

  • Demonstrated professional and technical knowledge through participation at educational workshops; understanding of current professional publications; and evidence of established/robust personal networks

We’ll be especially impressed if you have expertise:

  • HDI Support Center Manager certification

  • ITIL certification (Foundations, Practitioner, etc)

  • Experience working with the US Census Bureau and deep knowledge of Decennial Census operations

  • Demonstrated experience leading continuous improvement initiatives in a service desk environment

Why Positive Psyche

At Positive Psyche, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We offer great benefits and provide an amazing “employee friendly” environment with management that cares about you over profits.

Full Time - Contract

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