Service Desk Supervisor at Crane Co in Nashua, New Hampshire

Job Description:

Crane Currency is a fully integrated supplier of secure, durable and well-designed banknotes for central banks all over the world. As the leading security feature developer, Crane has won international acclaim for innovation and product development. We are a pioneer in advanced micro-optics technology for securing banknotes, offering features that do not exist elsewhere. A strong, stable organization with a firm commitment to collaboration and growth, we invite you to join us for a fulfilling career opportunity. 

Do you want to be a key team player with the fastest growing currency supplier in the world? Crane Currency is looking to add a Service Desk Supervisor in our Nashua, NH location. This position is responsible coordinating staffing schedules to cover hours of operation and act as the escalation point and customer advocate for complex technical problems. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalation, resolving incidents and requests in a timely manner.

Some of the job responsibilities include:

• Establish weekly and monthly goals to meet customer Service Level Agreement (SLA).


• Work with the Sr. IT Manager to analyze team metrics and make process and team adjustments as needed.


• Utilize metrics from the ACD to develop, train and mentor members of the Service Desk Team


• Establish weekly cadence providing feedback on performance and areas of improvement


• Write technical documentation to improve and expand upon the technical knowledgebase


• Mentor and work closely with Service Desk Team members to develop talent and address issues when presented


• Work with the Sr. IT Manager to identify, recommend, develop, and implement end-user training programs and resources to improve performance and increase self-sufficiency.


• Subject Matter Expert for the IT Service Management System


• Develop end user facing knowledge base articles in support of a Self-Service portal


• Development of the Major Incident Management (MIM) procedure


• Reduce the number of tickets serviced by the Service Desk by 30% through driving of self service, automation and prevention of incidents.


• Move the team towards a target of 70% or beyond for First Contact Resolution  

Knowledge (Education/Training) or equivalent:

Minimum Requirements:

• Bachelor of Science degree in Computer Science or equivalent experience in related field.  Previous years of experience may be accepted in lieu of a four-year degree.


• 5 years experience providing Desktop Support in an enterprise environment


• Previous experienced as a Service Desk lead is a plus

Desired:

• ITIL Foundations


• Microsoft Modern Desktop Administrator Associate


• Relevant technical certifications from companies such as Microsoft or CompTIA


• Fluent in English and local language when applicable


•  Preference given for a four-year degree for a four-year degree in a technical discipline such as Information Technology or Computer Science

Technical and other Experience, Skills and Characteristics (e.g. statistical analysis, project management, initiative):

Required: 

• Strong Customer Service Skills


• Self-motivated


• Expert knowledge of modern Windows client operating systems


• Experience leading a Service Desk or Desktop Support Team


• Experience creating and reporting IT metrics is a plus


• Experience writing technical documentation


• Excellent oral and written communication


• Strong root cause analysis skills


• Ability to work both collaboratively as a team player and independently as required.


• Ability to effectively prioritize and execute tasks in a high-pressure, very fast paced environment.


• Exhibit a positive attitude and initiative.

Applicants must be United States citizens. The person selected for this position will need to demonstrate suitability for employment in a position of Public Trust consistent with our US Government contract requirements.

 Crane is a Drug Free Workplace.

Crane Currency is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment.

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