3 days old

Service Desk Supervisor

San Antonio, TX 78205
Apply Now
Apply on the Company Site
Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.


Responsibilities

Description:

The Application Support Supervisor, reporting to the Director of Service Operation is responsible for supervising day-to- service levels of Application Support staff to meet or exceed contract service objectives. The primary responsibility is to ensure staff availability levels and compliance to customer service, technical support, call handling, and process and policy/procedure adherence standards. The Application Support Supervisor works with Process Management Leads to ensure that established processes are used as intended and communicate to Continual Service Improvement areas that need evaluation for improvement. The Application Support Supervisor serves as a key source of knowledge in various areas of expertise.

Responsibilities:

  • Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
  • Ensure proper management of ACD, skill sets and Remedy queues.
  • Manage the Service Desk performance to exceed performance metrics and incentive goals.
  • Enforce adherence to Service Desk policies and procedures
  • Promote a positive team environment and seamless communication within the Service Desk.
  • Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
  • Display and promote a professional sense of urgency.
  • Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
  • Ensure self and staff compliance with all ITIL and functional processes and procedures.
  • Participate in metrics reviews. Seek out opportunities to continually improve service levels.
  • Prepare and maintain staffing plans and holiday/time-off schedules.
  • Manage contacts with customers, direct reports, peers, and independent vendors.
  • Participate in Incident auditing activities.
  • Ensure smooth transition of new/improved services to Svc Operation.
  • Coordinate with Training personnel to identify new/remedial App Support training needs.
  • Participate in the Management of Change (MoC).
  • Work special projects as required. Maintain all area documentation.


Qualifications

Skills:

  • Strong customer service and communications skills, both oral and written
  • Strong critical thinking skills that facilitate service delivery methodology innovation
  • Proven project management skills in setting priorities to meet project deadlines
  • Strong knowledge of Service Desk support environments
  • Strong analytical, presentation, and problem-solving skills
  • Ability to establish a solid working relationship with customer, staff, managers and peers
  • Proven technical competency in the following areas:
  • Microsoft Office Products: Word, Excel, PowerPoint and Outlook
  • Microsoft Visio and Project
  • BMC Remedy version 8.x
  • Service Now experience would be a plus

Requirements:

  • Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
  • 5+ years of proven IM/IT leadership experience
  • AA/AS or BS Degree in Computer Science, MIS, or related field/equivalent experience
  • Relevant technical certifications
  • ITILv3 and/or v4 Foundations Certification (suggested)

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - Minorities/Women/Veterans/Disabled and other protected categories.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2020-10-25 Expires: 2020-11-24

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
ADP Logo

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Service Desk Supervisor

Perspecta
San Antonio, TX 78205

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast