The Service Desk Supervisor exhibits solid leadership skills, ownership of expectations and deliverables required of the IMAC/Incident Support Service Desk. This candidate should have 3-4 yrs. of proven leadership & Support/Service Center supervisory experience along with a very strong background in network technologies, voice and data support through a 24 x 7 service request/incident (break-fix) environment, which is required.
In addition, this candidate will be responsible for assessing and addressing all quality and training needs within the IMAC/Incident Support Service Desk, with a focus on developing agent skill-sets, increasing efficiency and accuracy, and overall quality of work. The scope of the role includes continuous training of agents in order to meet company and customer objectives. Will establish and measure quality standards, then develop and implement action plans that address quality issues, with thorough auditing and reporting on results. This position requires interface with relevant groups to develop specifications for content of training courses, resource guides, knowledge base content, and refresher training as required to include method, media and documentation to be presented. The ideal candidate will be a strategic thinker with strong analytical skills and have proven ability to manage people, processes, and tools.
Position is Contract to Hire
Standard hours are 8:00 AM-5:00 pm, but need to be available 24/7/365 as needed.
About Black Box Network Services
Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,500 team members.
We provide solutions to build and manage IT infrastructure of our customers with a product platform that covers IT infrastructure, specialty networking, multimedia and keyboard, video, mouse switching and a service platform includes unified communications, data infrastructure, and managed services. Black Box addresses the needs of multiple industries including, but not limited to, business services, retail, government, financial, health-care, technology, manufacturing, distribution, construction, education, hospitality, and transportation industries.
Knowledge, Skills, Abilities:
Education / Experience Requirements:
This position will supervise individual contributors. 15 Service Desk Agents and 2 leads.