Deskside Supervisor

Kforce has a client in Orlando, FL that is seeking a Deskside Supervisor responsible for the daily management of the Desk Side Operations support group that provides end user hardware support services to our clinicians and associates. Supported technologies include, but are not limited to; desktop computers, laptops, printers, desktop peripherals, desktop software, and serve as back up for multimedia technologies including conference support. The position is in Orlando with direct reports located in Orlando, Jacksonville and Pensacola. This role reports to the Manager of the Desk Side team. Summary: The Deskside Supervisor is responsible for daily task scheduling, managing the state of the ticket queue and assigning tickets to staff. In addition, the Supervisor is responsible for managing vacations, time keeping and coordinating the on-call rotation schedule. They will also manage day to day escalations, customer communications, discussing customer needs and providing suggestions to help facilitate workflows. Responsibilities:

• Provide supervision of daily Desk Side team activities including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding, and enforcing policy, maintaining SOP (Standard Operating Procedures) and reliable method documents
• Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, minimizing, and evaluating breached and pended tickets
• Monitor staff tasks and efficiency
• Manage lifecycle of IT hardware assets including laptops, desktops, monitors, peripherals, and mobile devices
• Bachelor's degree required
• Minimum of 3-5 years of experience required
• Excellent team and interpersonal skills
• Exceptional customer and communication skills
• Excellent judgement and strong organizational skills
• Ability to generate trust and build alliances with co-workers
• Decision making abilities that fall within in the Nemours standards
• Able to work with a minimum of supervision