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Lafayette, LA 70506
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LEDA Virtual Job Fair

 

Employers interested in posting their job openings on the LEDA Virtual job fair (at no cost) can send job description, qualifications, and application method to LEDA's Director of Workforce Development by email.


In addition to posting your vacancies on LEDA's website, positions are also distributed to a network of workforce centers and educational institutions as appropriate.





Position: Service Desk Supervisor (CGI)

• Oversee the day to day IT service desk operations with other supervisors

• Lead the service desk analyst team ensuring client satisfaction and timely issue resolution and communication (i.e., coaching, performance management, etc.)

• Build and maintain the staffing schedule to ensure appropriate staffing levels for each communication channel to meet service level commitments

• Ensure processes and procedures are adhered to (i.e., knowledge article instructions, listen to recorded calls for quality assurance)

• Monitor service desk trends to identify potential enterprise issues; determine solutions to mitigate repeat service desk calls; and/or identify areas that might require user education or outreach

• Understand Service Level Agreements and the client’s Statement of Work, and manage Service Desk team to achieve all SLAs consistently

• Proactively seek Customer Service Improvements

Qualifications:

The ideal candidate will have strong relevant experience in managing an IT end user service desk following ITIL patterns and practices.

• 2 + years of IT Service Desk/ Help Desk end user leadership experience with over 15 employees

• 5 + years of IT Service Desk/ Help Desk experience

• Strong customer service and interpersonal skills

• Hands-on experience with contact center telephony technology: IVR, chat, CTI, skills based routing

• Expertise in IT Service Management tools (i.e., Remedy, Service Now, LANDesk)

• Working knowledge of Knowledge Centered Support practices

• Superior organization and time management skills

Desired Qualifications:

• ITIL V3 operational experience and certification

• Experience with ServiceNow IT Service Management

• Helpdesk Institute Team Lead or Manager’s Certification

Application Requirements:
Apply online at the link provided.

Apply Online

Job Posted:
03/15/2019
Application Deadline:
04/15/2019


Resume Prep & Job Search Assistance

Click below to find more information on visiting the local Business & Career Solutions Center at 706 E. Vermilion Street, Lafayette, LA where staff can assist you with resume preparation assistance, job search assistance, and referrals to training and employment opportunities.


  

  Job Posting Websites

Click Here to view a listing of upcoming job fairs.