CRG · 1 week ago
Service Desk Supervisor
Statesville, NC
Full-time
Onsite
Mid, Senior Level
$100K/yr - $100K/yr
5+ years expCRG is seeking a Service Desk Supervisor responsible for system, resource, and capacity planning, as well as ensuring high levels of customer service quality. The role involves developing service level agreements, managing service group staff, and enhancing the overall user experience.
Staffing & Recruiting
Hiring Manager
Angelina Kilpack
Responsibilities
Develop Service Level Agreements to establish problem resolution expectations and time frames
Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected as they relate to service requests and incidents
Identify problem areas and deliver solutions to enhance the quality of service
Plan and conduct performance appraisals of Service Group staff
Manage the Service Group Analysts by providing leadership, training, coaching, and mentoring
Manage incoming calls, emails, and tickets to the Service Group to ensure courteous, timely, and effective resolution and user experience of end user issues
Prepare budget proposals and operational expenditure statements
Identify software for effective management of services and capabilities
Develop and deploy effective and efficient purchasing and deployment tasks
Works to coordinate change building, testing, and implementation
Evaluates all requests for changes to determine the impact on business processes and IT services
Develop, manage, and enforce requests handling workflows, and escalation policies and procedures that meet service level agreements, user experience, and change management goals
Identify, recommend, develop, and implement end user training programs to increase computer literacy, self-sufficiency, and to enhance the user experience
Maintains and participates in the IT Department on-call schedule and remote site visit schedule
Communicates and builds commitment to the overall user experience vision amongst stakeholders
Ensures that configuration changes are entered in the change management database
Attend Change Advisory Board (CAB) meetings and ensures compliance to ensure minimum disruption to IT services
Qualification
Required
High school graduate or equivalent
Associate degree in Business Administration, Computer Sciences, CIS or equivalent
Valid North Carolina driver's license with a good driving record
4 years in a Service/Help Desk role or equivalent
5 or more years of experience working in an information technology department supporting enterprise-class networks and assisting users
Experience working with modern Windows Operating Systems particularly on the client-side
Knowledge of physical layer cabling systems such as Ethernet patch panels, plugs and jacks
Above average knowledge of modern networking fundamentals
Experience working with service/help desk systems such as Dell KACE, Manage Engine or equivalent and keeping detailed records of customer interactions
Experience with call center operations and managing call center voice communications systems
Knowledge of deployment and implementation practices (Agile, EDM, ITIL 4.0 etc.)
Preferred
CompTIA A+ and CompTIA Network+ or equivalent certifications
Company
CRG
CRG Corporation is a national Executive Search firm and Staffing agency. For the past three decades, we have supported corporations across the U.S.
501-1000 employees
H1B Sponsorship
CRG has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Jason S. Heller
Chief Operating Officer & Managing Partner
Dianne Gold
Managing Partner
Company data provided by crunchbase