IT Service Desk Supervisor

Job Description

Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Suitability:
Job Family:
Customer Support

Job Description:
CSRA has opportunities for motivated, customer service oriented professionals to support the Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. The VA is undertaking an enterprise-wide migration of its IT infrastructure and support solution, and CSRA will provide technical services for VA on this new managed services program. Join CSRA and be a part of the team of men and women supporting our Veterans in one of the most important enterprise service desk modernization programs!

JOB DESCRIPTION

We are seeking IT Service Desk Supervisors at our Bossier City, LA location.

RESPONSIBILITIES & DUTIES

• Directly supervises Service Desk agents
• Follows established practices and procedures in support of Service Desk operations
• Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.
• Develops and maintains operations plan for all functions, including Service Desk, Documentation management, Incident Response, Labor Forecasting, and Front-Line management
• Develops and present presentations to customers, perspective clients, and company senior leadership
• Identify opportunities and implement for service improvements across all functional areas (e.g., training, knowledge management, documentation, service desk processes)
• Devises or modifies procedures to solve complex problems considering equipment capacity and limitations, operating time, and form of desired results
• Manages helpdesk tickets and determines whether internal Tier II or III support is required or vendor support is necessary; assigns tickets as appropriate
• Assists with quality monitoring and management

QUALIFICATIONS & SKILLS
Required

• Bachelor's Degree or equivalent in related field
• 6+ years of Service Desk or Customer Call Center related experience
• Experience managing 5+ employees

# of Openings:
0

Scheduled Weekly Hours:
40

T elecommuting Options:
Work Location:
USA LA Bossier City - 6310 E Texas St (LAS004)

Additional Work Locations:
CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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