Hi*,* Hope you are doing well.
I am *Deepak* from *Tekshapers Software Solutions*. I am looking for a * IT Quality & Support Supervisor (Ocoee, FL) (Onsite).*Please go through the below job description and let me know if you are available. Thanks *Job Title:* *IT Quality & Support Supervisor * *Location: (Ocoee, FL) (Onsite)* *Client:** Florida Department of Transportation - FDOT (Tallahassee)* *Skills/Experience needed:* * EDU : AD or Technical Institute Degree/Certificate in relevant fields, or equivalent work exp in customer service and/or QA, lead role exp.* *5+ years of exp. in customer service/concierge service;* lead/supervising/managing exp. *PREFERRED :* Exp. in an enterprise/high demanding/large environment; SharePoint; change management or ITSM (IT service management). *Additional information:* The candidate should be able to provide an ID if the interview is requested, to guarantee the Client that the candidate submitted, interviewing and showing up for work is one and the same *Requirements:* • Availability to work 100% on the Client’s site in Ocoee, FL; • Experience in enterprise/highly demanding customer support environment (5+ years); • Experience in operations of the Headquarters IT Concierge Desk (Tier 1); • Experience with working varying shifts; • Experience with services staff and users/customers to ensure that service and delivery objectives are met; • Experience with quality assurance and performance assessment experience on key performance measures • Experience planning and coordinating Concierge service objectives and service delivery; • Experience with escalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager; • Experience in change management; • Experience in leadership roles; • Experience with Outlook, Word, and Excel; • Experience with meeting platforms; • Experience with workstation support functions; • Experience with IT service management; • Experience with PM fundamentals (preferred); • SharePoint administration experience (preferred); • Associate Degree or Technical Institute Degree/Certificate in relevant fields, or equivalent work experience in customer service and/or quality assurance, lead role experience *Responsibilities *include but are not limited to the following: • Be responsible for providing timely and high-quality service and solutions to all customers; • Coordinate daily activities to resolve problems and resolve change management issues; • Monitor ticketing queues and ensures Service Level Agreements are met; • Report on key performance measures to evaluate staff performance; • Be responsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team; • Work to improve work processes and improve on efficiencies; • Participate in the Client's staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items; • Partake in technology research, evaluation, and quality checks and balances; • Ensure that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit; • Streamline the support that is provided to staff and customers; • Telework may be required; • Have excellent verbal and written skills; • Perform other duties as assigned both onsite and remotely. *Thanks & Regards* *Deepak Chandani* *Executive- Talent Acquisition * *[email protected] <[email protected]>* *12483068427* *Tekshapers Inc* *1441 E. Maple Rd, Suite # 301, Troy, MI 48083 * *WMBE Certified | E-Verified Company | ISO 9001:2008* linkedin.com/in/deepak-chandani-845a71227 <https://www.linkedin.com/in/deepak-chandani-845a71227?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BVeuYWVt5Rj%2BTnUGAj2zXLg%3D%3D> -- You received this message because you are subscribed to the Google Groups "SAP-Bangalore" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To view this discussion on the web visit https://groups.google.com/d/msgid/sap-bangalore/CA%2BD2gSCvwPVSwvizvdzqmvCeuVyLVEab3ZURGHzq%3DCevSFFnOA%40mail.gmail.com.
