Service Desk Supervisor

Company Name:
InSource, Inc.
Currently looking for a Service Desk/ Help Desk Supervisor/Manager to build a new Customer Service Desk on-site at our client. This customer services desk will provide end user support of consumer applications. Customer Service Desk Supervisor - Application Support is a versatile, high profile position responsible for overseeing several Applications Support Specialists who are supporting proprietary business applications and standard (off the shelf) client software while providing outstanding customer service.
Responsibilities
Act as both a supervisor and agent
Assist with developing the customer service training and processes while we are setting up the Customer Service Desk including developing training materials from scratch and populating knowledge base.
Mentor and direct staff training.
Qualifications
7 to 10 years of customer service experience
Excellent phone and verbal communication skills
Any application support experience would be a plus
Strong business writing skills and the ability to author professional memos, reports, and correspondence
Experience with reporting, metrics, SLA management, and quality assurance
Experience with ServiceNow or similar ticketing system

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