ProSphere Tek Service Desk Supervisor in Bossier City, Louisiana
ProSphere is seeking an IT Service Desk Supervisor. The successful candidate will serve as a lead and mentor to Tier 1 Service Desk employees in support of our federal government client. This is a full-time position located in Bossier City, LA. Veterans are highly encouraged to apply.
Maintain response system efficiency and ensure that Service Desk agents are meeting the appropriate levels of success within the customer’s Service Level Agreements (SLAs.)
Provide routine IT customer support in maintaining computing systems, software, printers and other peripherals on a national level.
Provide team reporting on daily ticket resolution of a specified weekly ticket closure rate
Utilize the ticketing system on a daily basis to follow up on customer SLAs
Handle a wide range of hardware and network technology issues in a high-volume, fast paced environment
Ensure that the team assigned trouble tickets are resolved, closed or properly advanced to Tier 2
Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values and Standard Operating Procedures (SOPs)
Bachelor’s degree in computer science, system engineering or discipline is preferred (5 years of additional relevant experience may be substituted for education
At least six (6) years of experience working in a Tier 1-3 Service Desk or technical support environment providing IT support to end-user communities
Experience managing teams of 5+ employees
Experience maintaining and troubleshooting a wide variety of systems and networks to include high volume/high availability systems
Must have knowledge on a number of debugging protocols and processes.
Must be self-motivated, have great attention to detail, and be willing to work as part of an integrated product team consisting of both Government and contractor staff
Experience working with ServiceNow or CA SDM service desk trouble ticket systems
Excellent customer service and communications skills required
Experience providing services to the federal government and/or the Dept. of Veterans’ Affairs is preferred
Must be able to obtain and maintain a clearance for persons in a position of public trust conducted by the VA/OPM
Ability to work overtime required on occasion
Ability to sit at a workstation for long periods of time
It is ProSphere’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.
Job ID 2017-1683