Position Overview Supervises the performance of staff to ensure service levels are achieved and expectations are met and exceeded in regards to performance, meeting defined metrics and following standards to provide effective customer service
Job Responsibilities 1. Monitors and assigns work in the ticket queue. 2. Mentors application support analysts. 3. Analyzes call metrics 4. Oversees analyst scheduling and work load 5. Identifies training needs and coordinates necessary training for the team 6. Meets with other departments to ensure application support needs are being met 7. Records and escalates application issues to the appropriate development team 8. Follows-up with customers to ensure customer satisfaction 9. Maintains appropriate staffing levels
Job Requirements 1. Bachelor's Degree or a combination of education and experience. 2. 1-3 years supervisory experience 3. Generally 4+ years of experience in related field. Sr. level or lead experience preferred. 4. Good oral and written communication skills 5. In depth knowledge of AS 400, Remedy, Mission and other supported applications a plus
Physical Demands and Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to: o Sit, stand and walk o Use hands and arms to handle, feel or reach o Speak and hear o Use close vision abilities
Occasionally required to: o Lift or move up to 10lbs o Stoop, kneel, crouch or crawl The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Noise level o Low to moderate
Adverse Conditions o Minimal
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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