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Service Desk Supervisor

Senior Market Sales, Inc. Omaha, NE
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Job Description

SERVICE DESK SUPERVISOR

 

Our goal is hire the right people for the right jobs to enable them to come in every day to do what needs to be done to enable our company to continue to grow, remain successful and debt free!  Are you the right person to help us do that?

 

Senior Market Sales, Inc. (SMS) is a leading insurance marketing organization focused on Medicare solutions, long-term care insurance, life insurance and annuities.   We are looking for motivated and enthusiastic individuals who share our commitment to excellence in customer service.  We offer a challenging, fast-paced environment with competitive compensation and benefits in a team-oriented, casual atmosphere.  The Service Desk Supervisor is responsible for overseeing timely technical support service to all internal and designated external end users.         

 

Position Description:   

  • Oversee the service desk requests, incidents, and problems
  • Manage and coordinate urgent and complicated support issues
  • Act as an escalation point for all requests and incidents
  • Provide backup support when needed
  • Monitor and manage phone queue
  • Review tickets to develop strategies for improvement for each member of the team
  • Advise management on all situations that may need additional support
  • Direct supervision of PC Support Specialist (Level I) including assigning/checking work, orientation and training, mentoring, career development, disciplinary actions, performance measurements, performance reviews, and compensation recommendations
  • Drive the continuous improvement in customer service skills to ensure the highest levels of customer service is provided across the company, including setting service level standards and goals for the team
  • Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales by serving on relevant internal and external committees
  • Hours are Monday – Thursday, 7:30 a.m. – 5:00 p.m.; Friday, 7:30 a.m. – 2:30 p.m.; Overtime as required to meet business needs. 

 

Job Requirements: 

  • Working knowledge of common computer hardware systems and computer software programs.
  • Skill in maintaining effective working relationships with all internal and external IT customers.
  • Skill in negotiating and problem solving to resolve internal and external conflicts.
  • Ability to think creatively around problems and identify creative solutions. 
  • Ability to provide technical support over the phone.
  • Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.
  • Ability to engage in effective interpersonal interaction, verbal communication and written communication.
  • Ability to actively contribute to team effort.
  • Bachelor’s Degree or equivalent work experience in Computer Science, MIS or similar course area OR equivalent combination of education and work experience, with at least 5+ years of experience working with a ticketing system and managing people.
  • Training/experience with Microsoft Office, Windows 7 and Windows 10.
  • May be required to stand, stoop, bend, kneel and reach; minimal lifting in order to move or adjust hardware components.
  • Must be able to lift and carry at least 50 pounds and must be able to crawl under work surfaces for cable and jack related work.

Qualified candidates should submit resume and salary requirements. This posting will close at 5:00 p.m. on Friday, December 28, 2018.

Senior Market Sales, Inc. is an insurance marketing company offering competitive wage and benefit package including employee paid health and life insurance and a generous 401(k) match. 

Equal Opportunity Employer; SMS participates in the E-Verify system.

“Successful people do those things that failures refuse to do.”

 

Job Details

Date Posted November 15, 2018
Date Closes January 13, 2019
Located In Omaha, NE
Department Information Technology
Function Supervisor
Job Type Full-time Employee
Compensation Hourly Wage, Varies
Shift Custom
Mon: 7:30 am to 5 pm
Tue: 7:30 am to 5 pm
Wed: 7:30 am to 5 pm
Thu: 7:30 am to 5 pm
Fri: 7:30 am to 4 pm
Hours 40 hours per week
Start Date 2018-12-14
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68114
Name Human Resources
Address 8420 W. Dodge Road, 5th Floor
City, State and Zip Omaha, NE 68114
Phone (402) 343-3693
FAX (402) 343-9955
Location