40 front desk assistant Jobs in baton rouge, la
Sparkhound is Hiring an IT Service Desk Supervisor Near Baton Rouge, LA
What you will do:
- Team Leadership: ** Lead, manage, and mentor a team of IT Service Desk Technicians to ensure a high level of service is maintained. Create and foster an environment of teamwork, engagement, quality service, and continuous improvement.
- Service Delivery: ** Ensure the team meets or exceeds service level agreements (SLAs) for incident resolution and request fulfillment. Monitor team performance, identifying opportunities for improvement and driving initiatives to increase efficiency and customer satisfaction.
- Knowledge Management: ** Ensure the team effectively uses and contributes to the IT knowledge base. Encourage the documentation of solutions, procedures, and FAQs to facilitate knowledge sharing and improve the efficiency of incident resolution.
- Escalation Management: ** Act as the point of escalation for complex technical issues, working with other IT teams and vendors as necessary to resolve issues promptly.
- Service Improvement: ** Identify opportunities for service improvement and contribute to the development and implementation of IT service management (ITSM) strategies.
- Reporting: ** Regularly report on service desk performance, including metrics related to incident resolution, customer satisfaction, and SLA compliance.
- Review, assign, and prioritize incoming service requests and incidents.
- Monitor the performance of Service Desk Technicians, providing feedback and coaching to improve performance and customer service.
- Handle escalated service requests and incidents, collaborating with other IT teams as necessary.
- Review reports on service desk performance, identifying trends, issues, and opportunities for improvement.
- Meet with IT leadership to report on service desk performance and discuss service improvement initiatives.
- Review and contribute to IT knowledge base articles to ensure accuracy and relevance.
- Assist with staffing needs, conduct performance appraisals, and engage in hiring and training activities as required.
- 3-5 years of experience in an IT service desk or related role
- Strong leadership, problem-solving, and customer service skills are critical for this role. It's also important to have a good understanding of IT service management, incident management, and request fulfillment processes.
- 5-7 years in a supervisory role
- Knowledge of various software, hardware, networks, and operating systems is also essential. Familiarity with specific tools such as service desk software (ServiceNow, ConnectWise, etc.), remote desktop applications, and knowledge base systems.
- HDI Support Center Analyst or HDI Support Center Manager
- ITIL Foundations or Higher
Job Summary
Full Time
$69k-87k (estimate)
05/03/2024
05/16/2024
Sparkhound.com
HOUSTON, TX
50 - 100
1998
Private
ADAM HOPKINS
$10M - $50M
Sports & Recreation
Related Companies
About Sparkhound
Sparkhound provides information technology staffing and consulting services.
The following is the career advancement route for IT Service Desk Supervisor positions, which can be used as a reference in future career path planning. As an IT Service Desk Supervisor, it can be promoted into senior positions as a Help Desk Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Service Desk Supervisor. You can explore the career advancement for an IT Service Desk Supervisor below and select your interested title to get hiring information.
