Global Help Desk Supervisor

Job Description

Global Help Desk Supervisor Melbourne, FL Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Summary We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interests of our nation. SecuriGence is seeking a talented Global Help Desk Supervisor in the Melbourne, FL / Patrick SFB area to help contribute to our success. Come help us solve problems with Innovation Through Intelligence. Responsibilities Manage all facets of customer relations including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyze operational processes, and escalation procedures, and perform training needs assessments to identify opportunities for service delivery improvements and value to our customers. Coordinate with the appropriate stakeholders to provide timely and accurate answers for customer issues and escalations. Develop cross-team and cross-departmental expertise necessary to effectively respond to issues. Perform periodic reviews and evaluation of all employees, managing necessary performance issues, and training requirements, as necessary for the development of individual resources as a team. Ensure customer service excellence by monitoring tickets and reviewing customer feedback. Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement. Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge. Maintain current knowledge of new and updates to existing products, as well as third-party OS and devices. Ensure the Service Desk staff is appropriately skilled and trained to deliver excellent technical support and customer service. Responsible for documentation and tracking of customer requests. Provide transparency on the status of all customer requests and escalations, including accepted and declined requests. Track escalated issues to completion from customers and internal stakeholders to improve the overall customer experience. Set and maintain expectations with the customer on realistic timelines. Utilizes team dashboards and reporting tools to monitor team KPIs and meet customer experience and SLA objectives. Measure performance against Service and Business Level Agreements. Identify and recommend process, standards, and system improvements to optimize support ticket accuracy, transparency, and efficiency. Drive initiatives and programs focused on improved customer experience and team effectiveness. Responsible for understanding and ensuring that corporate policies and SOPs are followed. Participate in planning, status calls and committee meetings focused on customer success initiatives. Performs other duties as assigned. Skills and Experience 6 years' relevant experience managing teams. Hands-on experience using ITSM, Microsoft Office products, Windows-based Operating Systems (OS), and Windows technology. Preferred Experience - Jira Service Management (JSM). Excellent communications skills. Ability to multi-task. Qualifications Bachelor's degree in a related specialized area or equivalent.Can be substituted for an Associate's degree with 2+ years of relevant experience or 4 years of relevant experience. Secret Clearance is required. IAM-1 certification. #J-18808-Ljbffr