IT Help Desk Supervisor
Otterbein Senior Lifestyle Choices has an immediate opening for an IT Help Desk Supervisor. The IT Help Desk Supervisor will be a member of the IT Departments Support Center team, which provides remote computer, telephone, and email support in this growing & dynamic organization. The position will be responsible for the Otterbein IT Support Center providing partner support for 10 locations, 1200 users, and 500 PCs in a Helpdesk environment.
You will receive incoming Support Center tickets and customer support calls (web portal, phone and email). Evaluate and gather the required data, and then assign to the proper Support Center IT Partner. This position will focus on providing a positive User/Partner Experience.
Key Responsibilities
Manage a small group of Support Center IT Partners.
Monitor the Support Center dashboard and escalate assignment of all support cases.
Develop, monitor, and drive fulfillment of Service Level Agreements (SLAs) with customers
Promote and monitor customer satisfaction using various tools
Improve and streamline processes and systems to maximize efficiency.
Analyze data and make appropriate changes to processes or targets
The desired candidate will have excellent analytical, decision-making and problem solving skills. This individual will exude a high level of energy and a positive demeanor. Strong verbal and written communication skills are required. The desired candidate will have a solid work ethic, high level of attention to detail, strong organizational skills and exceptional interpersonal skills. A BA/BS or equivalent is necessary and a minimum of 5 years IT related experience, 2 of which will have been in a supervisory role. Customer Service/IT Call Center Supervisory experience a plus.
Qualified candidates should submit their resume, cover letter and salary history to
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