IT Quality & Support Supervisor (Ocoee, FL) (Onsite)
Deepak Chandani
Hi,
Hope you are doing well.
I am Deepak from Tekshapers Software Solutions. I am looking for
a IT Quality & Support Supervisor (Ocoee, FL) (Onsite).Please
go through the below job description and let me know if you are available.
Thanks
Job Title: IT Quality & Support Supervisor
Location: (Ocoee, FL) (Onsite)
Client: Florida Department of Transportation - FDOT (Tallahassee)
Skills/Experience needed:
EDU : AD or Technical Institute Degree/Certificate in relevant fields, or equivalent work exp in customer service and/or QA, lead role exp.
5+ years of exp. in customer service/concierge service;
lead/supervising/managing exp.
PREFERRED :
Exp. in an enterprise/high demanding/large environment;
SharePoint;
change management or ITSM (IT service management).
Additional information: The candidate should be able to provide an ID if the interview is requested, to guarantee the Client that the candidate submitted, interviewing and showing up for work is one and the same
Requirements:
• Availability to work 100% on the Client’s site
in Ocoee, FL;
• Experience in enterprise/highly demanding
customer support environment (5+ years);
• Experience in operations of the
Headquarters IT Concierge Desk (Tier 1);
• Experience with working varying shifts;
• Experience with services staff and
users/customers to ensure that service and delivery objectives are met;
• Experience with quality assurance and
performance assessment experience on key performance measures
• Experience planning and coordinating
Concierge service objectives and service delivery;
• Experience with escalations for HQ
Concierge Desk prior to escalation to the HQ Regional IT Service Manager;
• Experience in change management;
• Experience in leadership roles;
• Experience with Outlook, Word, and Excel;
• Experience with meeting platforms;
• Experience with workstation support
functions;
• Experience with IT service management;
• Experience with PM fundamentals (preferred);
• SharePoint administration experience
(preferred);
• Associate Degree or Technical Institute
Degree/Certificate in relevant fields, or equivalent work experience in
customer service and/or quality assurance, lead role experience
Responsibilities include but are not limited to the following:
• Be responsible for providing timely
and high-quality service and solutions to all customers;
• Coordinate daily activities to resolve
problems and resolve change management issues;
• Monitor ticketing queues and ensures Service
Level Agreements are met;
• Report on key performance measures to evaluate
staff performance;
• Be responsible for creating, implementing, and
growing the Quality Assurance Program for the HQ Services Team;
• Work to improve work processes and improve on
efficiencies;
• Participate in the Client's staff meetings and
other service-oriented groups, attending mandated meetings and teleconferences;
with such participation and duties including, agenda preparation, notetaking,
and the distribution and follow-up on action items;
• Partake in technology research, evaluation,
and quality checks and balances;
• Ensure that 90% of all Service Desk tickets
are resolved and responded to in a timely manner for the work unit;
• Streamline the support that is provided to
staff and customers;
• Telework may be required;
• Have excellent verbal and written skills;
• Perform other duties as assigned both onsite
and remotely.
Thanks & Regards
Deepak Chandani
Executive- Talent Acquisition
Tekshapers Inc
1441 E. Maple Rd, Suite # 301, Troy, MI 48083
WMBE Certified | E-Verified Company | ISO 9001:2008