Overview

Cayuse Civil Services, LLC (Cayuse) provides a range of innovative solutions tailored to meet the evolving needs of businesses in the state and local government sector. With a focus on delivering tangible results, Cayuse offers expertise in various areas including application development, business process outsourcing, data services, and professional services.

By leveraging advanced technologies and industry best practices, Cayuse collaborates with clients to address their unique challenges and drive impactful outcomes. Whether it's enhancing operational efficiency, reducing costs, boosting profitability, or expediting time to market, Cayuse is committed to helping clients achieve their business objectives effectively.

With a customer-centric approach and a track record of success, Cayuse serves as a trusted partner for businesses seeking to navigate the complexities of today's competitive landscape and unlock new opportunities for growth and innovation.

The IT Service Desk Supervisor provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Responsibilities

• Provides timely feedback to external and internal customers via phone, e-mail, or other form of communication.

• Ensures customer satisfaction through follow up and special efforts.

• Resolves issues following the parameters and guidelines of the client Identify potential system problems and escalate to department contact for resolution.

• Identifies potential system problems and escalate to department contact for resolution.

• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions.

• Solicits input from other team members; demonstrates respect for the ideas and opinions of others.

• Employs trust and openness Assist new employees with training through shadowing opportunities and explanation of work process.

• Performs post-resolution follow-up with Tier 1 contract support as required.

• Communicates customer satisfaction issues to WSSC’s Division Manager, IT Customer Support Operations.

• Evaluates documented resolutions and analyzes trends to prevent future problems on a bi-weekly basis.

• Notifies WSSC management of emerging trends.

• Prepares briefings, reports, & evaluations on program efficiency & utilization

• Develops and makes presentations and briefings as needed.

• Responsible for training new staff members on knowledge base, policies, & procedures

• Contract Administrator – shall be the point of contact for contract related communications.

• Other duties as assigned.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field or high school diploma OR related field OR high school diploma with 10 years of experience in providing technical support within government or utility organizations)

• Minimum 5-years' of demonstrated experience with previous leadership or supervisory experience in an IT support environment.

• 5 years of experience in providing technical support.

• Experience in technical support role, with a strong understanding of IT systems and infrastructure.

• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical users.

• Strong problem-solving skills.

• Ability to remain calm and focused in high-pressure situations.

• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional)

• Service Desk or Customer Service experience.

• Experience with ServiceNow IT Service Management System

• Customer service experience and strong focus on customer satisfaction

• Call center experience

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment

Minimum Skills:

• Computer knowledge and experience to include: a foundation in Microsoft Office Suite and Mac IOS

• Apply discretion resulting in appropriate/desired resolutions

• Ability to analyze issues and determine root cause and identify appropriate solutions

• Ability to connect and build relationships with customers via virtual methods, phone, and email

• Ability to independently problem solve

• Effective listening skills including the cognitive ability to locate and convey requested information

• The ability to successfully handle customer requests and document in work management tools and applications

• Willingness to take initiative with attention to detail

• Proactive and flexible

• Must have positive attitude

• Tolerance to deal with difficult customers and stressful situations

• Fluidity to work well in teams as well as independently

• Ability to take phone contacts and answer emails simultaneously

• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents

• Sound analytic and cognitive ability to troubleshoot technical problems

• Speaks with clarity, articulation, and is aware of own non-verbal communication

• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress

• Demonstrate ability to learn quickly and thrive in high-energy team environment

• Must be able to work independently, as well as with a team

• Ability to function in a diverse work environment

• Strong ability to speak with clarity and articulation

• Experience in a technology support organization

• Strong communication skills; both verbal and written

• High degree of comprehension of the issues presented by customers

• High degree of problem solving Internal/External Relationships

• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint

Preferred Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field

• Previous supervisor experience in a call center environment

Reports to : Contract/Project Manager

Working Conditions

• Professional remote office environment

• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.

• Must be able to establish a productive and professional workspace.

• Polished office protocols, high-tempo communication streams and working conditions.

• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.

• Must be able to attend and conduct virtual meetings as needed.

• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all its subsidiaries, are proud to be an equal opportunity employer.

Pay Range

USD $24.00 - USD $27.00 /Hr.

Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/1258/it-service-desk-supervisor-%28remote-laurel%2c-md%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834356743)

Location US-DC-Washington

ID 2024-1258

Category Information Technology

Position Type Full-Time Hourly Non Exempt

Remote No

Clearance Required None