Job Summary

Supervise the day-to-day operations of the WBG IT Service Desk, to include scheduling of rotations and ensuring proper coverage at Tier 1. Responsible for the recommendation of hiring/firing personnel, performance evaluations and related compensation, discipline, pay reporting and training of assigned staff to ensure operational effectiveness of group. (Including but not limited to completing appropriate documentation, request for UPI, new employee paperwork submission, account creation requests, equipment distribution and tracking, quarterly reviews, review and maintenance of weekly performance reports, scheduling including remote shift schedule, holiday coverage, vacation, sick and comp time tracking...)

Key Responsibilities

Identifies, prioritizes, and confirms resolution of reported problems with desktop, laptop and networked systems. Ensures all phases of desktop support including installations, upgrades, software, hardware, operating systems, and operating systems configuration issues are properly coordinated, monitored and resolved. (Follow up on issues identified by staff or open outages in a timely manner keeping Project Manager informed of progress, ...) Provides task leadership to assigned staff and coordinate related on-site Manages the activities and personnel associated with providing technical services to internal and external customers.

Skill Requirements

Facilitates and participates in employee team meetings Manages conflict and deals effectively with others in an antagonistic situation Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance Uses available resources (people, processes, tools) to complete work efficiently Presents a positive disposition and maintains constructive interpersonal relationships under stress

Other Requirements

 Uses appropriate interpersonal styles & methods to reduce tension or conflict amongst colleagues Readily acting as point of escalation for agents in stressful situations Implement Help Desk policies and procedures as set by the Program Mgr and WBG Mgmt. Assess, provide, or communicate the need for additional tools or training to the Program Mgr. Provide call statistics to WBG and HCL management on daily and weekly accomplishments. Respond to ad hoc requests for statistics from WBG management and/or support partners. Monitor call statistics daily to ensure that work methods are in line with contract metrics, keeping the Program Manager up to date.