Service Desk Supervisor

hace 2 semanas

Mexicali, México PACCAR A tiempo completo

***:
**JOB FUNCTIONS / RESPONSIBILITIES**:

- Manages IT personnel, to best achieve the company’s service deliver needs and objectives.
- Supervise and manage the Service Desk (Help Desk) team
- Manages and controls user productivity and voice and case reporting.
- Provides professional presentation of metrics and reporting.
- Serves as the Subject Matter Expert (SME) for customer service support to PACCAR Employees.
- Leading and/or participating in the development and implementation of Service Desk processes and procedures with an emphasis on reducing incident rates
- Ensuring accurate and efficient execution of shift activities such as call and case management
- This position will support case and voice management using Service Management and Telephony tools, work afterhours support (on-call), holidays, and overtime as necessary.
- Other duties as assigned

**QUALIFICATIONS**:

- Minimum 3 years of Service Desk experience within a large corporation
- Knowledgeable of ITIL Service Management Incident Management and Major Incident processes
- Ability to work under pressure and multitask within a fast-paced environment.
- Proven leadership, organization, planning and communication skills.
- Demonstrated leadership managing 2 or more areas e.g., AWS Workstations, Active Directory, PASS, SalesForce, etc
- Provide solutions/suggestions to increase departmental efficiencies.
- Demonstrated skill in building motivated and collaborative teams.
- Demonstrated skill in working under pressure in a fast-paced environment.
- Strong customer service skills.

**EDUCATION/TRAINING**:

- Bachelor’s Degree or enrolled in undergraduate program required
- IT Technical Certifications preferred
- ITIL Foundation Certification preferred
- Six Sigma Lean Certification preferred

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