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IT Customer Support Senior/Specialist - Supervisor
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Job Description
- Req#: 5140587
Employer Industry: Government Administration
Why consider this job opportunity:
- Salary up to $113,148.00 annually
- Flexible hybrid work environment with remote work options
- Comprehensive benefits package including medical, dental, and vision coverage
- Paid tuition reimbursement for career development and training programs
- Generous wellness program and onsite exercise facility
- Opportunity to foster diversity, equity, inclusion, and belonging within the workplace
What to Expect (Job Responsibilities):
- Oversee daily operations of the service desk team, ensuring timely resolution of technical issues
- Develop and standardize service desk workflows to enhance efficiency
- Train service desk staff on new procedures and maintain a knowledge base for quick reference
- Monitor staff performance and provide guidance and mentorship
- Analyze support and incident request trends to identify recurring problems and develop preventive plans
What is Required (Qualifications):
- Six (6) years of recent professional experience in IT systems and service desk methodology, including two (2) years in a supervisory role
- Strong customer service and communication abilities demonstrated by at least six (6) years in a customer-facing IT role
- Experience supporting SaaS ITSM solutions and knowledge of scripting languages such as Python or PowerShell
- Proven problem-solving and decision-making skills in resolving complex IT issues
- An Associate's degree in IT or related field, or equivalent vocational training
How to Stand Out (Preferred Qualifications):
- ITIL certification or equivalent knowledge in IT service management
- Experience using service desk analytical tools (Dashboards, KPIs, SLAs)
- History of developing and delivering staff training sessions
- Recent experience with scripting tools such as Visual Basic or PowerShell
#GovernmentJobs #ITSupport #HybridWork #CareerDevelopment #DiversityInclusion
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