Calance Job Opening

Job TitleService Desk Supervisor - ID:38231
Start DateASAP
Job SkillsService Desk, Managed Services, Call Center
LocationAnaheim, CA
Date Posted11/24/2021

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For details about this position, please apply online or email resume to, referencing job #38231

Position: Service Desk Supervisor
JOB REF#: 38231
Duration: Full-Time (Direct Hire)
Location: Anaheim, CA 92802 (On-site only)
Salary: OPEN - Depends on exp level (W2 or H1 Transfer)

Hours: Mon-Friday 8am - 5pm (ONSITE)

Seeking to hire an individual to Manage the delivery of Service Desk services, dealing with external/internal customer enquiries and incidents. To manage the performance of Level 1-3 services and support to clients (internal & external) and ensure that service levels are achieved. To ensure customer expectations are met or exceeded. Individual will be responsible for standardization of processes and establishing a framework to track performance metrics. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.

Responsibilities Include:
Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via email and phone.
Work with global service desk lead and director to optimize service desk operations globally so it works as one team
Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams.
Ticket management of Incidents, Problems, Change and New Requests; manage and coordinate urgent issues and act as escalation point for all incidents and requests. Determine root cause of issues and communicate appropriately to internal and external customers.
Maintenance schedules through the maintenance calendar and tasks.
Direct line management of a team of up to 15 employees.
Manage process for communicating outage/emergency activities to the organization.
Ability to compose and provide data and reports as needed.
Monitor and manage phone and email queue.
Develop an effective and workable ITIL framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation.
Escalation may involve out of hours’ support via phone or email.
Train, coach and mentor Service Desk Operations Specialists including career development. Oversee staff activities. Schedule employees working times and provide backup support.
Maintain ticket updates with accurate notes on current status.
Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents.
Document internal time lines for resolved incidents.
Maintain accurate contact databases and records.
Attend and participate in weekly/monthly meetings as required.
Evaluation, implementation, and migration to a new ITSM solution

Proven track record as a Service Desk Manager, preferably experience of managing an outsourced Service Desk
Ability to analyze and present data to facilitate decision making
Prior experience of working with external clients
Understanding of SLAs
Experience with modern ticketing systems, ServiceNow, ZenDesk, CA SDM
Ability to follow process and procedures accurately and without fail
Working knowledge and experience with a managed service provider
Experience with Data Centers and IT Service Management (ITSM)
Experience/understanding of ITIL methodology
Understanding of IP networks traffic, firewalls, routing, etc.
Good knowledge of Word, Excel, Outlook and other office applications
Experience of working in complex, high pressured environments within a 24-hour service structure
Dedicated and able to work to deadlines
Able to work both as part of a team or under own initiative
Able to take responsibility for own actions and performance
Possess excellent communication and organization skills within a rapidly changing technology and business needs landscape.
Has a strong sense of urgency for client issues, especially for major outages and critical business events and initiatives.
Education: Degree in Computing and/or IT discipline (or equivalent experience)

Calance Consultant Benefits Offerings:
- H1 Sponsorship/GC Processing
- EPO/PPO Medical Plan (Cigna)
- HMO/PPO Dental programs (Cigna)
- Vision - VSP (Vision Plan Summary)
- 401K VOYA Retirement vesting program

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Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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