Service Desk Supervisor

Are you interested in being part of an innovative team that supports Westinghouse's mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

About the role:

As a Service Desk Supervisor, you will manage the management of daily operations while managing a team of Tier I and II Service Desk Analysts. The supervisor will review personal and team targets, ensuring end-to-end ownership of all incidents and requests

You will report to the Sr. Manager Global Service Delivery and be located at Rock Hill, SC. This is a hybrid role.

Key Responsibilities:

• Manage daily Service Desk Operations.
• Provide expertise resolve issues and offer recommendations on all client systems, including daily management of Service Desk team members
• Monitor phone queues and activity.
• Provide ongoing procedural and technical advice to the team.
• Communicate, update and clear IT Communications for Westinghouse IT
• Assist management in recruitment activity
• Partner with customers on complaints and provides feedback to customers regarding customer satisfaction surveys.
• Responsible for Shift, weekend and holiday scheduling
• Create regular reports regarding team and individual accomplishments, adherences to Quality Control Call assessments, Ticket Handling, work processes, team and individual training needs.
• Collaborate with Service Delivery Team Lead, ITSM Leads and direct manager to review aspects for service improvement with processes and ensure that the team meets customer needs.

Qualifications:

• Bachelor's degree from an accredited college or university in the related field or equivalent
• 2 -5 years of Supervisory experience
• 5 years of Service Desk experience with PC, network, and software technologies.
• Technical troubleshooting skills to work with Service Desk team and resolve issues
• Knowledge Windows 7 Professional and Microsoft Office and Outlook
• Experience working in multi-location environment and supporting WAN/LAN infrastructure
• Connectivity of Mobile Devices
• Networking skills (Proxy Settings, Routers, Internet Modems, Ethernet)
• Certification in ITIL
• HDI Service Desk Manager Certification

We are committed to transparency and equity in all of our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $90,000 to $112,500 per year.

#LI-Hybrid

Why Westinghouse?

Our benefits package is tailored to meet the diverse needs of our employees, while also promoting wellness and career growth. The following are representative of what we offer:

• Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
• Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
• 401(k) with Company Match Contributions to support employees' retirement
• Paid Vacations and Company Holidays
• Opportunities for Flexible Work Arrangements to promote work-life balance
• Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
• Global Recognition and Service Programs to celebrate employee accomplishments and service
• Employee Referral Program

Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

• Safety and Quality
• Integrity and Trust
• Customer Focus and Innovation
• Speed and Passion to Win
• Teamwork and Accountability

While our Global Headquarters are located in Cranberry Township, PA, we have over 11,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com .

Westinghouse is an Equal Opportunity Employer including Veterans and Individuals with Disabilities

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Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.