SD Supervisor | USA

Job Position: SD Supervisor
Job Description: Aerotek – Hanover, MD – Position Description Items in shaded areas to be completed by Human Resources only Title: Service Desk Supervisor Department: Service Desk Position Reports To: IS Manager – Service Desk Job Summary: Under the direction of the IS Manager, the Service Desk Supervisor will carry out various operational strategies by communicating and implementing department objectives. This role will manage escalation procedures with the Service Desk to ensure service levels are maintained. The Help Desk Supervisor will coordinate team oversight, recurring tasks and mentoring as well as implementing continual service improvements through training, knowledge management and process improvement. Essential Functions: * Schedules Service Desk staff and monitors work load to ensure SLAs and Service Desk team performance metrics are met Acts as the escalation point for technical, customer and personnel issues Identifies areas of opportunity through customer feedback, interactions with resolver groups an…see more details

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