Help Desk Supervisor - 2nd Shift

 CIBER ITO has an immediate need for a 2nd Shift Help Desk Supervisor to support our expanding Call Center located in Tampa, Fl. The hours for this position are Monday – Friday 4pm – 1am. Successful applicants will have experience with the following:  Responsibilities: Ã˜ Responsible for managing a multiple client, 24/7 helpdesk operationØ Responsible for ensuring that SLA commitments are met or exceededØ Will participate in working closely with potential clients in creating Service Level Agreements that are presentable, attainable and attractive to the clientØ Works with team members to develop a team work schedule to ensure sufficient support coverage to address customer and contract requirements for every shift 365 days a yearØ Manages leave requests in order to ensure adequate coverage is availableØ Will manage and train a diverse staff to provide the highest level of customer service.Ø Will be a key individual in strategizing with Management to grow and expand services and businessØ Will be responsible for learning and applying new technologies as necessaryØ Provides leadership and direction in the development of short and long range Help Desk plans, collects, interprets and prepares data for studies, reports and recommendationsØ Analyzes Help Desk activity and makes recommendations for changes in Help Desk procedures and systems to upper managementØ Assists NOC/Operations/Help Desk representatives in solving, non-routine or complex software, hardware, and procedure problemsØ Develop a multi-level support group while continually striving to improve customer service and efficiency levelsØ Participation in the development and training of Help Desk analystsØ Conducts weekly customer meetings/conference calls to make certain communication remains open and expectations remain consistentØ Implements operating policies and procedures as well as suggests new and improved policies and procedures to better serve our customersØ Identifies potential and emerging service level problems and recommends preventive measures or solutions to upper managementØ Establish work procedures, prepares work schedules, and expedites workflow, examines and standardizes procedures to improve efficiency and effectiveness of operationsØ Reviews management ACD daily, weekly and monthly reports to insure staffing requirements are metØ Sets expectations and conducts performance evaluations for direct reportsØ Monitor trends in individual and team performance (daily, weekly, monthly) to establish and maintain key performance indicatorsØ Accurately and completely communicates issues and prioritiesØ Conducts analysis, research and develop reports, as needed QUALIFICATIONS: Ã˜ Extensive experience managing a multiple client, 24/7 helpdeskØ Exceptional communication skillsØ Strong problem solving skillsØ Strong organizational skills and experienceØ Ability to manage stressful situations in a calm, courteous and efficient mannerØ This individual will be part of a dynamic team committed to provide unsurpassed service to various clients in a dynamic environment Education  Preferred:Ø 2 or 4 year college degree in computer scienceØ Accredited Technical Institution Diploma/CertificateØ Military trainingØ Equivalent work experience Preferred Certification: Ø CompTIA A+Ø MCSE 2000Ø Help Desk Institute CertificationØ CA Unicenter experience Ø HDI Certification Ø ITIL Certification  Work Experience Ã˜ 5-7 years demonstrated experience working in, on or with PC based applications (i.e. Windows 2000, MS Office applications, SAP or Lotus Notes), operating systems, networks, messaging systems and various hardware types.Ø Demonstrated technical and analytical skillsØ Proficient typing skillsØ Five (5) years direct support to end users of PC-based applications, or relevant experience in a technical or client support environment  COMMUNICATION AND CUSTOMER SERVICE SKILLS Ã˜ Ability to work effectively as a team memberØ Pleasant, professional, and courteous personalityØ Good verbal and written communication skillsØ Strong administrative skills: organized, efficient and versatileØ Strong customer service approach to dealing with people at all levels within and outside of CIBERØ Ability to diffuse volatile situations when distressed or irate customers call for supportØ Ability to adapt to situations where a language barrier could prevent information transfer CIBER, Inc. (NYSE: CBR) is a leading international, system integration consultancy, providing IT services for Internet strategy and development, complete life cycle system support (from customer quotation through cash collection), with superior value-priced services for both private and government sector clients. CIBER**s services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems and infrastructures.CIBER is an equal opportunity/affirmative action employer. We welcome and encourage diversity in our workforce. Location: Tampa, pa 33634 Status: Full Time, Employee Job Category: IT/Software Development Company: CIBER, Inc. Email: Apply by Email Reference Code: thds