JOB TITLE: IT Service Desk Supervisor

CAYUSE COMPANY:  Cayuse Civil Services, LLC

LOCATION:  Hybrid - Laurel, MD

SALARY: $25.00-$35.00/hr

EMPLOYEE TYPE: Full-Time Hourly Non-Exempt

About Cayuse Civil Services:

Cayuse Civil Services, LLC (Cayuse) provides a range of innovative solutions tailored to meet the evolving needs of businesses in the state and local government sector. With a focus on delivering tangible results, Cayuse offers expertise in various areas including application development, business process outsourcing, data services, and professional services.

By leveraging advanced technologies and industry best practices, Cayuse collaborates with clients to address their unique challenges and drive impactful outcomes. Whether it's enhancing operational efficiency, reducing costs, boosting profitability, or expediting time to market, Cayuse is committed to helping clients achieve their business objectives effectively.

With a customer-centric approach and a track record of success, Cayuse serves as a trusted partner for businesses seeking to navigate the complexities of today's competitive landscape and unlock new opportunities for growth and innovation.

Primary Focus

The IT Service Desk Supervisor will play a pivotal role in establishing and managing a new IT service desk from the ground up. This role requires a proactive and organized leader who is comfortable with setting up the necessary infrastructure and processes to support both the service desk team and client needs. The supervisor will ensure the delivery of top-tier incident and service request escalation support, create efficient workflows. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Team Leadership: Lead and manage IT service agents, providing clear direction and support to meet team goals.
• Infrastructure Setup: Lead the design and implementation of helpdesk infrastructure to support team operations and client requirements.
• Incident and Service Request Support: Oversee the highest level of escalation support to end users and IT staff, ensuring swift and effective resolution.
• SLA Management: Develop and enforce Service Level Agreements (SLAs) to set and manage user expectations.
• Operational Follow-Up: Conduct post-resolution follow-up with Tier 1 support to maintain high service quality.
• Customer Feedback and Communication: Communicate customer satisfaction issues to the Division Manager of IT Customer Support Operations and address concerns proactively.
• Trend Analysis and Prevention: Regularly evaluate documented resolutions and analyze service trends to identify and implement preventive measures.
• Emerging Trend Notification: Inform management of new and emerging trends that could impact service delivery.
• Reporting and Evaluations: Prepare and present briefings, reports, and assessments to measure program efficiency and utilization.
• Training and Development: Create and execute comprehensive training plans tailored to the team’s needs, conduct remedial training sessions as required, and provide targeted 1:1 coaching to develop team members’ skills and capabilities.
• Presentations and Briefings: Develop and deliver weekly presentations to inform stakeholders on progress and issues.
• Quality Assurance and Checks: Pull reports, conduct quality checks, and implement improvements as needed to meet service benchmarks.
• Knowledge Base Management: Ensure the knowledge base is updated and comprehensive to support the team effectively.
• Procedure Development: Establish and refine procedures and operating standards to align with best practices for a new helpdesk environment.
• Other duties as assigned.

Minimum Job Skills and Qualifications

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field

• IT Support Subject Matter Expertise: Experience in technical support role, with a strong understanding of IT systems and infrastructure
• Years of Experience: 5 years of experience with previous leadership or supervisory experience in an IT support environment
• IT Certifications: CompTIA+, ITIL, Microsoft Certified IT Professional [MCITP], Microsoft Certified Solutions Expert [MCSE]
• ServiceNow Experience: Experience with creating dashboards, managing ticket ques and maintaining a knowledge base within ServiceNow IT Service Management System,
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment

Minimum Skills:

• Strong Oral Communication and Presentation Abilities: Capable of effectively communicating complex technical information to diverse audiences.
• Organizational Skills: Highly adept at managing multiple priorities and maintaining order in a fast-paced environment.
• Responsiveness and Problem Solving: Quick to respond and solve problems, maintaining composure under pressure.
• Multitasking: Comfortable handling several projects and issues simultaneously while ensuring quality.
• Customer Service Excellence: Commitment to providing excellent customer service and fostering positive relationships.
• Mentorship and Training Expertise: Demonstrated ability to create and implement effective training plans, conduct remedial training, and provide 1:1 coaching for continuous skill development.
• Quality Focus: Experienced in conducting quality checks and using reporting tools for continuous improvement.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint

Preferred Qualifications:

Familiarity in these systems a plus

• Office 365
• Citrix
• Rumba
• ServiceNow (Production)
• SCCM
• MaaS360
• MMIS
• IDM
• Active Directory

Reports to: Contract/Project Manager

Working Conditions

• Professional remote office environment

• Must be physically and mentally able to perform duties for extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Polished office protocols, high-tempo communication streams and working conditions.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
•   Must be able to attend and conduct virtual meetings as needed.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all its subsidiaries, are proud to be an equal