What are the responsibilities and job description for the Tier I Service Desk Supervisor position at NuAxis Innovations?
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.
We believe happy employees do amazing work, so join our team NOW. We are currently seeking a Tier I Service Desk Supervisor for a Full-Time position.
Job Summary:
The Tier I Service Desk Supervisor will provide leadership and technical support for the Tier 1 Technicians on the Service Desk. Must provide oversight to the operations and serve as the focal point for customer concerns. Drive, develop and manage the process for incident management, while making recommendations for improvement. Ensure technicians across organization understand the process associated with the identification, prioritization, and resolution of reported problems. Prepares various types of reports for management, to include the tracking of ticket escalations, unscheduled service interruptions, and reoccurring problems. Provides feedback and coaching to service desk technicians on the account.
Essential Functions:
- Supervises operation of help desk and serves as focal point for customer concerns.
- Provides internal escalation for the Service Desk technicians
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Ensures that the Service Desk is up-to-date with all known issues and problems
- Review tickets for compliance with SOPs
- Coaches staff
- Ensures adherence to applicable SLAs during call spikes
Experience:
At least 2 years of current experience in supporting a call center-type service desk.
Requirements:
Must have (or be willing to obtain as a condition of employment):
- Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007 or later.
- Certification in ITIL v4 Foundations, Help Desk Institute's HDA*, Customer Service Representative, or other IT industry certification.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!