Looking for a Service Desk Supervisor to work on the Service Desk, which is the first line of support for our customers. The ideal candidate possesses outstanding customer service, technical aptitude, experience as a service desk supervisor and a desire to “own” customer incidents and requests to resolution. The Full-Time Service Desk Supervisor oversees level one service desk agents, serves as a technical escalate point of contact, and provides customer support, service and technical support through analysis and problem solving 100% over the phone, chat, and remote support in a high-volume call center environment. Since the service desk supports multiple clients in a shared services environment, the candidate should be comfortable learning multiple technologies, supporting multiple clients and their applicate software applications, understanding, and applying each customer’s specific procedures and processes. The candidate can expect to help other level 1 agents with supporting our customers, manage ticket queues and call queues as well as walk callers through trouble shooting local and online applications, web site navigation for financial aid web sites, conduct advanced application support, troubleshoot electronic medical record transport errors, support Office 365, printing, WIFI, monitoring of alerts, and system provisioning. The Service Desk Supervisor is responsible for assisting management with service desk operations and staff development. The supervisor is also responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Technical service desk supervisor will create tickets, support medical patient records, provider communications, support referrals, and troubleshoot technical issues. In this role you will work with an ITSM ticketing system and ensure tickets are entered correctly, accurately and updated in a timely fashion. The supervisor will also create documentation for the Support Service Help Center and assist in auditing and maintain solutions. + Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements. + Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. + Assists with taking customer calls as needed. + Assists with setting goals and objectives for the Service Desk Operations organization. + Facilitates the day to day management of customer problems/requests/issues. + Monitors incidents and ensures that Service Level Agreements are met. + Identifies and recommends areas which need to be addressed by new or streamlined procedures. + Performs follow up on incidents with customers as needed to ensure customer satisfaction. + Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge. + Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required. + Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate. + Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate. + Clearly defines and communicates roles and expectations to supervised personnel. + Responsible for monitoring employee performance and behavior, coaching, mentoring and taking corrective action as appropriate. + Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination. + Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization. **Minimum Qualifications** + Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree) + 3 years Help Desk or IT experience + At least 1 year experience as a help desk supervisor or 2 years as a help desk lead + Solid technical and troubleshooting skills + Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects. + Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools. + Candidate must have experience in being able to gather and convert data into a written narrative. + Excellent written and communication skills + Exceptional customer service skills + Experience creating support documentation **Other Job Specific Skills** + Secret clearance eligible + HDI or ITIL certification + Experience with IT Service Management systems like ServiceNow + Experience with Microsoft Dynamics CRM + 6 months working knowledge of Active Directory **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. 57,600- 66,800 EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.