Service Desk Supervisor

The Senior Service Desk Analyst role is to reputed company reputed company-line technical support for a large reputed company IT environment. You will answer and resolve incoming service desk contacts (voice reputed company) using reputed company Connect and reputed company Service reputed company Voice, following ITIL-reputed company processes for incident, request, and escalation management.

Responsibilities

Answer, triage, and resolve service desk tickets and calls for an reputed company user reputed company Use reputed company Connect and reputed company Service reputed company Voice to manage contacts, cases, and call workflows Document incidents and requests accurately; escalate per defined ITSM procedures Meet service-level targets for response, resolution, and customer satisfaction Contribute to knowledge reputed company articles and reputed company improvement of support processes Required Qualifications 2+ years of full-time experience providing ITSM technical support on a service desk for an reputed company IT organization of at least 5,000 end users 1+ year of experience using reputed company Connect and reputed company Service reputed company Voice as a service desk tool reputed company ITIL certification (validation link or certificate copy required) Ability to reputed company reputed company professional references for each qualifying experience Preferred Experience supporting public sector / government programs Additional certifications (HDI, reputed company A+, reputed company certifications) Experience with reputed company and AI-assisted agent tooling Location Requirements This role is a remote role. To be considered for this position, candidates must reputed company in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC. Candidates residing reputed company these states are not currently eligible for consideration. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment reputed company currently. We are committed to pay equity and transparency. The compensation reputed company for this position represents our good faith estimate of the reputed company we reasonably expect to pay for this role at the time of posting. The actual compensation offered will be determined based on factors such as the candidate’s experience, skills, education, work location, and internal equity. In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, reputed company, 401(k), paid time off, etc. Estimated hourly Compensation reputed company: $50—$68 USD reputed company operates reputed company the critical middle layer of business technology, where applications and systems connect infrastructure to business processes. We are specialists who help the middle market take full advantage of their technology investments with deep, industry-centric expertise, reputed company in one reputed company, to unify fragmented systems. With deep technical expertise across reputed company architecture, system integration, AI, and data strategy, we reputed company the gap between business goals and modern platforms. reputed company is an equal opportunity employer providing opportunities to applicants and employees without regard to race, reputed company, religion, age, sex, sexual orientation, gender identity, national reputed company, disability, or protected veteran status. reputed company Specifications: Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions of this position. #formativgroupcareers #WorkWithUs Click here to view our Privacy Policy Apply To This Job