Service Desk Supervisor

***This position will be physically located in Kuwait in support of LOGCAP.***

Under the supervision of the Service Support Manager, the Service Desk Supervisor is responsible for operational functions at two separate locations. A service desk supervisor activity enforces the operational goals, policies and procedures, maintaining professional and technical knowledge, support service desk technicians, handles escalations, monitor workflow, and works in conjunction with management. This position is supported by a Service Desk Lead and is ultimately responsible for a team of 15-20 Service Desk Technicians and their overall performance. The Service Desk Supervisor is also responsible for the day-to-day operations as it relates to meeting target CPIs. The Service Desk Supervisor is also responsible for the Supply and Property Management Team, composed of Supply Lead, Property Lead, Supply and Property personnel whose overall goal is accountability of Supply, GFE assets, ordering bench/stock parts and materials for the Information Management Directorate.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

• Supervises and evaluates the performance of the Service Desk and Asset Management personnel.
• Develops standards, policies and procedures for the Work Order Reception Desk and Asset Management Team.
• Documents, tracks and monitor work orders to ensure accurately and timely submission.
• Generates KPI performance and metric reports for the Production Control Section.
• Monitor Preventive Maintenance schedule, completion and closure of work orders.
• Reviews daily work order status report and follow up with responsible section for discrepancies and/or updates.
• Works with Database Specialist to collect, format, and clean data for uploading in Computer Maintenance Management System (CMMS) MAXIMO.
• Assess data for trends to be used by Facility Maintenance to evaluate current processes or process improvements.
• Communicates professionally, both orally and in writing, with subordinates and others as needed to relay information necessary for job success.
• Analyze existing processes for continues improvement in both performance and accuracy.
• Implements and maintains a safe workplace, ensuring safety is the highest priority.
• Reviews work schedule, monitors overtime, and verifies accuracy of Service Desk, Supply & Property employees’ timesheets.
• Conducts 10/100 % inventory of assigned property.
• Gather and analyze metrics to benchmark the Service Desk, Supply/Property workload/ performance and identified trends in service desk issues.
• Other duties as may be assigned by the department manager

• Education/Certifications:
  • One-year related experience may be substituted for one year of education, if degree is required.
  • Associated degree required
  • Must be CAC eligible and/or able to obtain a Common Access Card (CAC)
  • Must be a U.S. Citizen
  • A valid driver’s license and the ability to obtain a U. S. Government Motor Vehicle Operator’s License and host nation Driver’s License, is required.
• Experience:
  • Must have at least five (5) years of experience in direct customer service communications.
  • Approximately three (3) years of experience in a leadership role is required.
  • Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities
• Skills:
  • Excellent written and verbal communication skills.
  • Analytical thought process.
  • Collaborative work style fostering cooperation and teamwork.
  • Experience in dealing with difficult interpersonal situations regarding support issues.
  • Knowledge of principles and processes involving customer and personnel services.
  • High level or organizational and planning skill so that workflow is managed efficiently.
  • Detail oriented with a high degree of accuracy and the ability to effectively respond to inquiries or complaints both verbally and in writing.
• Supervisory Responsibilities:
  • Will have direct oversight of the Service Desk Lead, Service Desk Seniors, team of Service Desk Technicians, Property Leads, Property Specialists, Supply Leads and Supply Specialists.
• Working Conditions:
  • Must be capable of working in an extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.
  • Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, duty, desert environment with average temperatures of 30 degrees in the winter and 130 degrees in the summer months).
  • Includes some industrial production environment conditions as well.
• Physical Requirements:
  • Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
  • Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.
  • Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.
  • Must comply with all Fire and Safety Regulations and post policies.

• Education/Certifications:
  • One-year related experience may be substituted for one year of education, if degree is required.
  • Associated degree required
  • Must be CAC eligible and/or able to obtain a Common Access Card (CAC)
  • Must be a U.S. Citizen
  • A valid driver’s license and the ability to obtain a U. S. Government Motor Vehicle Operator’s License and host nation Driver’s License, is required.
• Experience:
  • Must have at least five (5) years of experience in direct customer service communications.
  • Approximately three (3) years of experience in a leadership role is required.
  • Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities
• Skills:
  • Excellent written and verbal communication skills.
  • Analytical thought process.
  • Collaborative work style fostering cooperation and teamwork.
  • Experience in dealing with difficult interpersonal situations regarding support issues.
  • Knowledge of principles and processes involving customer and personnel services.
  • High level or organizational and planning skill so that workflow is managed efficiently.
  • Detail oriented with a high degree of accuracy and the ability to effectively respond to inquiries or complaints both verbally and in writing.
• Supervisory Responsibilities:
  • Will have direct oversight of the Service Desk Lead, Service Desk Seniors, team of Service Desk Technicians, Property Leads, Property Specialists, Supply Leads and Supply Specialists.
• Working Conditions:
  • Must be capable of working in an extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.
  • Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, duty, desert environment with average temperatures of 30 degrees in the winter and 130 degrees in the summer months).
  • Includes some industrial production environment conditions as well.
• Physical Requirements:
  • Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
  • Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.
  • Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.
  • Must comply with all Fire and Safety Regulations and post policies.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

• Supervises and evaluates the performance of the Service Desk and Asset Management personnel.
• Develops standards, policies and procedures for the Work Order Reception Desk and Asset Management Team.
• Documents, tracks and monitor work orders to ensure accurately and timely submission.
• Generates KPI performance and metric reports for the Production Control Section.
• Monitor Preventive Maintenance schedule, completion and closure of work orders.
• Reviews daily work order status report and follow up with responsible section for discrepancies and/or updates.
• Works with Database Specialist to collect, format, and clean data for uploading in Computer Maintenance Management System (CMMS) MAXIMO.
• Assess data for trends to be used by Facility Maintenance to evaluate current processes or process improvements.
• Communicates professionally, both orally and in writing, with subordinates and others as needed to relay information necessary for job success.
• Analyze existing processes for continues improvement in both performance and accuracy.
• Implements and maintains a safe workplace, ensuring safety is the highest priority.
• Reviews work schedule, monitors overtime, and verifies accuracy of Service Desk, Supply & Property employees’ timesheets.
• Conducts 10/100 % inventory of assigned property.
• Gather and analyze metrics to benchmark the Service Desk, Supply/Property workload/ performance and identified trends in service desk issues.
• Other duties as may be assigned by the department manager