Enterprise Support Supervisor I
Year Bengaluru, Karnataka, India
Job Description
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Overview: Supervises and directs an IT department that supports end-users and provides quality service, effective call & incident management, and efficient restoration of service to meet service levels. Responsibilities:
- Coordinates completion of departments goals by assigning work, providing direction, developing tools and resources that enable quick issue resolutions to the end users IT issues.
- Responsible for the execution of quality customer service, provision of services, and issue resolution for internal end users.
- Responsible for managing phone queue staffing schedules and actions required to meet call management service levels.
- Responsible for the execution of call, incident, and knowledge management policies and procedures. These policies assure consistent treatment and response to issue resolution and service fulfillment.
- Supervises department staff, including hiring, performance appraisals, promotion and salary increases. Trains staff in all departmental procedures and processes to assure quality service and assure consistent treatment of issue resolution.
- Communicates group direction through written communication and staff meetings to ensure goals and objectives of the department are known.
- Interprets and communicates company policy to ensure that staff understands how to apply that policy when performing their roles and responsibilities.
- Coaches and develops IT Support Specialist staff through observation, one-on-one meetings, monitoring of employee and team performance, training and performance appraisals. Evaluates, trains directs and coaches staff to accomplish department goals to enable quick issue resolutions.
- Ensures the teams compliance with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.
- Provides additional work coverage of the Support operation during periods of peak work or when there are staffing shortages due to personnel illness, vacation or education in support of service level goals.
- Completes special projects as required in support of the departments goals.
- Produces situational leadership for higher severity events to quickly restore service for critical IT services. May participate in on call responsibilities. Provides advice guidance and experience to the IT Support groups.
- Associate's Degree in Computer Science or Business - Required
- 1 year of experience in Related field.
- 1 year of experience in Supervisory experience.
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Job Detail
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Job IdJD3345708
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear