IT Service Desk Supervisor
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Skills/Abilities/Experience & Qualifications:
- High school diploma or equivalent required; Associate degree or accredited technical school training in related field preferred
- 3+ years of supervisory experience required; IT Service Desk supervisory experience preferred
- 3 - 5+ years of experience in a technical support capacity
- ITIL experience and HDI certification a plus
- ServiceNow reporting experience
- Experience with automatic call distribution (ACD) phone systems and trouble ticket systems required
- Demonstrated ability to establish and monitor customer service standards
- Ability to lead teams effectively through structured coaching and delivering by example
- Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
- Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
- Versatile, flexible and willing to work in an environment with rapidly changing priorities
- Proficient use of Microsoft Office programs including Word, Outlook and Excel
- Houston, Texas area resident
- Authorized to work for any employer in the United States
- Ability to pass a thorough background check
Work Environment, Physical & Mental Demands:
- Ability to sit and work at a computer keyboard for extended periods of time
- Ability to stoop, kneel, bend at the waist, and reach on a daily basis
- Able to lift and move up to 25 pounds occasionally
- Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
- Ability to work at least 40+ hours per week from the Company’s Houston, Texas corporate office with flexibility based on project needs
Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.