IT Service Center Supervisor

Job Summary

IT Service Center Supervisor, oversees a full-time team responsible for resolving technical issues and managing operations within the IT Service Center, ensuring service level objectives are met.

Key Responsibilities:

• Monitor call queue statistics and manage staffing forecasts for the IT Service Center
• Supervise a team of Business Advisors, Knowledge Advisors, and Data Analysts while ensuring timely problem resolution
• Develop and implement strategies for reporting, call center support, knowledge management, and project management

Required Qualifications:

• Bachelor's degree in Business Administration, IT/Computer Science, or Communications preferred
• Minimum of 2 years of supervisory experience preferred
• Strong knowledge of workforce management and contact center performance management practices preferred
• Familiarity with real-time call management and IT Service Management software preferred
• Proficiency in Microsoft Excel, Tableau, and other reporting tools preferred