Service Desk Supervisor

Peraton has an immediate need for a Service Desk Supervisor in San Antonio, TX. The Service Desk Supervisor is responsible for supervising day-to-day service levels of Desktop Support staff to meet or exceed contract service objectives.

Requirements

• Develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.
• Manage the Service Desk performance to exceed performance metrics and incentive goals.
• Ensure proper management of ACD, skill sets and Remedy queues.
• Promote a positive team environment and seamless communication within the Service Desk.
• Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
• Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
• Ensure self and staff compliance with all ITIL and functional processes and procedures.
• Participate in metrics reviews. Seek out opportunities to continually improve service levels.
• Prepare and maintain staffing plans and holiday/time-off schedules.
• Manage contacts with customers, direct reports, peers, and independent vendors.
• Participate in Incident auditing activities.
• Ensure smooth transition of new/improved services to Svc Operation.
• Participate in the Management of Change (MoC).
• Work special projects as required. Maintain all area documentation.
• Assist with Desktop Incident Resolution