Service Center Supervisor

Ankeny, Iowa Ankeny, Iowa The Service Center Supervisor will provide remote, phone & email based, first level technical support to staff, faculty, and student helpdesk. This position will focus on First Contact Resolution (FCR) and will directly interface with the Technology Support Teams to escalate the resolution of all remaining issues. In addition, the Service Center Supervisor will coordinate the creation of self-help documentation, based on trending of common questions, and work closely with the Customer Service Manager (DMACC) in developing training content. The Service Center Supervisor will coach and mentor the Service Desk Analysts and Technology Technicians to ensure that policies and procedures set by the Leadership Team are applied consistently. Responsibilities Provides excellent customer service to all Des Moines Area Community College staff and students Participates in the hiring/training/developing of all Service Desk Analysts and Technology Technicians Conducts performance reviews for Service Desk Analysts and Technology Technicians Establishes target activities and manages Service Desk Analysts and Technology Technicians team daily workflow Oversees Team Dynamix System Utilizes effective troubleshooting skills, tools, and communication with end users to resolve First Contact Resolution issues Responds quickly and professionally to requests through the Customer Support Service Desk Schedules Service Request Team through data entry in a team environment Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided Delivers organized data and Service Desk reports as defined by the Customer Support Service Center Works closely with Incident, Service Request, and Project teams to ensure consistent end-user support Provides measurable, high-quality support to students, staff, and faculty via Automatic Call Distribution and Email Ensures Total Ownership to Resolution (TOR) by taking ownership of issues, following up with status updates, and properly communicating to our customers Coordinates the creation of knowledge based and procedural guidelines Conducts technology training during new employee orientations Provides input and feedback towards best practices and improves processes with larger Customer Support Team Fulfills all duties and responsibilities in a Service Desk Analyst position