Service Desk Supervisor - Remote

Overview

Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

In Short

• Provides Supervisory Oversight of Tier 1 Personnel – Service Desk Representative
• Prioritize tasks to handle Supervisor escalations and prepare to handle Tier 1 incoming calls during AHOD scenarios, or as needed.
• Operate to meet the client provided Key Performance Indicators, monitor and report on performance level metrics weekly, monthly, quarterly, and annually.
• Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket logged by the team.
• Collect, analyze, maintain, create, store, and share organizational knowledge and information.
• Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
• Monitor and evaluate agent performance, providing coaching and taking corrective action.
• Assess helpdesk operations to identify areas for improvement.
• Support and coach team members with effective methods to research and troubleshoot.
• Develop daily, weekly, and monthly reports on help desk team’s productivity.

Requirements

• 2 years of experience supervising and managing service desk representatives.
• 2 plus years of experience direct supervision of Tier 1 Customer service representatives.
• 5 plus years of experience supporting a service desk or call center operation.
• Experience with ServiceNow/Jira/Confluence.
• Candidates must be able to obtain and maintain a Public Trust clearance.
• Candidates must have lived in the United States 3 out of the past 5 years.

Benefits

• Access to LAN (wired connection/ethernet).
• Internet speed of 20mbps or higher required.
• Private work area and adequate power source.