Supervisor, Service Desk

Why CDM Smith?:

Check out this video and find out why our team loves to work here!

Join Us! CDM Smith – where amazing career journeys unfold.

Imagine a place committed to offering an unmatched employee experience. Where you work on projects that are meaningful to you. Where you play an active part in shaping your career journey. Where your co-workers are invested in you and your success. Where you are encouraged and supported to do your very best and given the tools and resources to do so. Where it’s a priority that the company takes good care of you and your family.

Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world-class solutions and bring diverse perspectives. Join our team, and together we will make a difference and change the world.

Job Description:

Leads the activities of Service Desk staff during real time incident responses.

Escalates incidents and requests to proper Information Technology (IT) support groups as required.

Monitors performance, conducts staff training, coordinates and assists with incident and problem resolution.

Troubleshoots incident requests and provides consulting advice during the escalation of systems and software incidents.

Documents incidents and requests for review with IT managers.

Monitors and tracks IT Service Desk Knowledge Performance Indicators (KPI’s), metrics and reporting tools to monitor performance, including: incident resolution, response times and incident rates, escalation and proper resolution of incident requests, call, IM, and e‐mail volumes.

Develops and maintains quality employee and end user relations.

Ensures professional, consistent and thorough end user interactions are provided by service desk staff.

Provides consulting advice to IT Managers and other corporate groups for incident resolution and end to end customer service.

Communicates major incidents and works with IT Managers on problem resolution.

Manages the day to day activity of staff.

Provides feedback on performance appraisals.

Manages the development and training of staff.

Approves paid time off requests (PTO) and ensures human resources policies are followed.

Monitors and tracks the use of IT service support tools and provides recommendations regarding potential improvements.

Supports major modifications to the global IT infrastructure and software environment as required.

Performs other duties as required.

Skills & Abilities: Strong interpersonal and customer relations skills. Proficiency in written and verbal communications. Expert organizational skills. Advanced use of problem solving techniques and systems analysis. Experience with IT Service Management tools. Advanced level knowledge of IT related hardware, Microsoft Office and Microsoft Windows operating systems. Experience supporting wireless and wired networks and their interoperation with computer systems. Applies expert knowledge of business software applications to troubleshoot incidents. Qualifications: Bachelor's degree. 4 years of related experience. Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands. Equivalent additional directly related experience will be considered in lieu of a degree. Amount of Travel Required: No Travel is required Background Check and Drug Testing Information: CDM Smith Inc. and its divisions and subsidiaries (hereafter collectively referred to as “CDM Smith”) reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing. Additional Compensation: All bonuses at CDM Smith are discretionary and may or may not apply to this position.