GOC Supervisor

The GOC Supervisor will supervise and work with their team providing quality service for internal and external SAS customers. The role involves leading the team technically as they respond to incidents, service requests, manage/execute changes, and triage service queues. The supervisor will work with service owners across SAS to ensure that the work the team is responsible for is well defined, well documented, and consistently measurable.

Requirements

• Monitor incident and request dashboards or queues to ensure the appropriate priority and triage during assigned shift.
• Meet SLA for customer reported incidents and/or requests.
• Resolve incidents and fulfill requests utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, and excellent documentation skills.
• Facilitate adherence to ITSM policy across all aspects of service delivery.
• Drive customer first in all service interactions in a dynamic environment while managing competing demands.
• Provide inputs to help establish development goals, evaluate performance, identify training needs, and train new team members.
• Work with other shift supervisors and GOC Management to ensure consistent service delivery.