Help Desk Supervisor
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Role & Company Overview
📋 Role Overview & Responsibilities
Smart Source is looking for a Help Desk Supervisor for the following opportunity.
Location: Dayton, OHSalary: 100KEmployment Type: Direct HireHours: M-F (7:30am-4:00pm)
Job Duties: DailyIncidents and Request Case queues, assigning cases as needed, oversee case progress and completion within prescribed service level agreements (SLAs) as defined based upon priority.incident escalations to involved Engineers, Account Managers, Management, and the Client as needed.and resolve Enterprise Account escalations.calendars, review and approve time off requests and coordinating resources.and Sales liaison, contact point, and primary escalation resource for any Support issues on open service cases.
Technician Workload Management Dashboards to assist with case management (management of unassigned cases, cases not recently updated, service level agreements, and aging cases).any issues with case handling and coach engineer staff to provide optimal service.check case comments and states to ensure that they are detailed, accurate, and are occurring in a timely manner.aging service calls and work to overcome any obstacles and drive calls toward resolution. CSAT issues and report back findings to Operations Management.
Weeklya weekly account engineering meeting to track action items, obtain status, coordinate progress and work to complete within agreed time frames. Status Updates for Service Tickets/Call review meetingsfor enterprise accounts or high touch/visibility annuity accountsCall Queuing and Workload Management Monthlyof reporting, dashboards needed to improve service & support in the account.with investigating SLA violations, device availability
Additional Duties as needed. Account On-Call Schedulingnegative surveys by doing initial research on the situation and reporting details to management for coaching purposes and customer communication.of small-scale projects of varying technologies - Under 40 hours - (Cisco datacenter, security, wireless, route switch, voice, virtualization, storage, etc
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This position is located in Dayton, OH with potential relocation and sponsorship assistance depending on candidate qualifications.
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