IT Service Center Supervisor

Job Summary

Overseeing a team of Business Advisors and Analysts, the full-time IT Service Center Supervisor will manage operational metrics, ensure service level agreements are met, and serve as a liaison between clients and IT, with the option for remote work.

Key responsibilities:

• Monitor call queue statistics and manage workforce forecasting to ensure adequate staffing
• Provide operational metric reports and lead projects related to call center support and reporting
• Develop and execute goals for Reporting, Call Center Support, Knowledge, and Project Management

Required qualifications:

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