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The Supervisor of the Service Desk will lead and coach a team of Service Desk Engineers, optimize operations for excellent customer service, handle escalated incidents, and ensure adherence to processes. Responsibilities include hiring and training staff, managing tickets efficiently, and providing advanced technical support in areas like Firewall and Windows Server.

Manage complex IT projects from design to production, executing work plans, managing resources and budgets, communicating with stakeholders, and ensuring project standards are met. Contribute to PMO process improvement and enhance knowledge through educational opportunities.

As a Service Desk Engineer, you'll provide remote technical support for a variety of issues, primarily focusing on first contact support via various communication channels. Responsibilities include tracking service desk incidents, collaborating with team members for solutions, and troubleshooting technical problems across platforms like Windows, Mac, and Microsoft 365.

Oversee Quality Assurance and workforce management processes, create and maintain quality forms and plans, develop training materials, coordinate queue management tasks, facilitate onboarding, engage with quality council, and strategize training focuses. Need experience in scheduling software, workforce management, quality control, ticket management, technical support processes, quality assurance, training, evaluation, forecasting, adherence monitoring, Erlang models, and contact center operations. Desired skills include organizational, communication, problem-solving, and leadership skills.

Network Associates at Dataprise provide face-to-face support to clients, troubleshoot technical issues, configure technologies like Windows Server and Office 365, collaborate with teams to identify solutions, and gain exposure to cutting-edge technologies.

Service Desk Engineers provide remote technical support to customers and handle a wide variety of technical issues. They collaborate with team members and escalate complex issues as needed. Strong communication, customer service skills, and the ability to work independently in a fast-paced environment are necessary.