IT Service Desk Supervisor

IT Service Desk Supervisor

Alorica Teleservices Inc
2-5 years
Not Specified

Job Description

SUMMARY:

Interfaces with external clients and internal customers to identify business needs. Leads project teams and partners with IT and other functional departments to create solutions for external clients and internal customers. Works with cross-departmental teams to ensure that project deadlines are met and output quality consistently meets or ex predetermined team and departmental goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Interfaces with clients and/or internal departments to discover, examine, identify, quantify and qualify their business needs. Develops and implements project and conversion plans. Plans and controls systems projects as part of the development team. Prepares data and process models. Performs quality reviews of testing.
Directly supervises IT staff. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Works with staff to set project priorities and requirements. Analyzes, documents, and resolves problems to ensure project effort is in accordance with departmental quality standards and procedures.
Works with team(s) to ensure project deadlines are met and output quality consistently meets predetermined team and department goals. Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans).
Communicates to other IT departments and functional groups management on status, issues, budgets and problems.
QUALIFICATIONS AND REQUIREMENTS:

Education: Bachelor's degree required. Concentration in Computer Science or related field preferred.
Experience: Minimum of 2 years managing a Helpdesk; Experience diagnosing problems with Windows 2000, XP or Vista; Experience diagnosing problems with Microsoft Office Suite product; Experience operating UNIX based programs; Good comprehension of networks and experience troubleshooting
Skills, Knowledge, & Abilities: Excellent analytical/problem solving, communication, and project management skills required. Excellent leadership skills. Experience with departmental budgets preferred. Strong presentation skills with the ability to speak before internal and external groups. Ability to multi-task and adapt to change. Strong organizational skills. Travel required.

Alorica Philiippines

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