Service Center Supervisor
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El Dorado, KS 67042
The Service Center Supervisor is responsible for leading the Service Center staff in providing end user support as well as ensures that defined metrics are met. This position manages daily workflow of customer service request and ensures that the service requests records are satisfactorily resolved. This position is responsible for the tactical and operational goals to move toward proactive and self-help service structures. This position will work closely with IS service clusters in the development and delivery of key workflow processes to increase customer service request records throughput and satisfaction, and develop call scripts for Tier 1 problem determination and resolution. The Service Center Supervisor provides strong leadership in automating and using efficient processes in providing services, to motivate and lead the team to achieve high standards and contribute to division and technical Service Center goals.
Ability to lead and contribute to a team environment. Assertiveness and diplomacy and the ability to determine when each is required. Strong working knowledge of technology systems, Service Center operations, common desktop applications and service management. Understand and apply appropriate ITIL and Service Management best practices. Ability to identify, isolate and communicate problems from/to all levels of users, technical staff and management. Understanding of TCP/IP. Independent judgment and good time management skills. Ability to follow complex instructions either written or orally. Excellent analytical, organizational, planning and supervisory skills to enhance all facets of services through efficient processes. Aptitude for training and development of staff and customers. Ability to maintain a good collaborative relationship with fellow employees and maintain positive relations with customers. Understand network file share permissions and security. Basic understanding of LAN/WAN infrastructure. Understanding of Active Directory Users and groups.