Support Desk Supervisor

Schenker, Inc. ranks among the leading integrated logistics and freight forwarding companies with international operations. For more than 130 years, Schenker has provided innovative freight forwarding solutions around the world. The group in its entirety employs more than 45,000 individuals who serve customers in nearly 1,100 locations. Our comprehensive range of services includes international air and ocean freight, logistics management and European land transport. Our USA staff of OVER 2,500 specialists provides expertise in all phases of integrated logistics management.

 

Oversee Support Desk operations and personnel in support of Company?s voice/data/operational systems; lead future development, enhancements and maintenance of call management/tracking systems and operating procedures.

 

Work Performed:

Manage and supervise the daily activities of all Support Desk functions.  This includes training, coaching, organizing, planning, and handling all day-to-day operations.

Manages a team of support personnel who troubleshoot IT and Operational issues. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Goal is to ensure maximum quality issue resolution in the minimum amount of time.

The Support Desk Supervisor should also have a good understanding of the business that Schenker provides its customers, and realize how IT issues can affect this service.

Skill & Experience Requirements:

 

Excellent communication and interpersonal skills

Ability to function as a good team leader and member

Ability to multi-task and work in a fast paced, ever changing environment

Good analytical and problem solving skills

Ability to quickly absorb new concepts, processes and technologies and apply them within a support group environment

PC literate with sufficient product/systems knowledge to address most client inquiries

Working knowledge of Microsoft  Office Applications (Windows 95/98/00/ME/XP & Office 97/00/XP)

Basic Microsoft Networking skills and hardware diagnostic experience

Working knowledge of the operating systems and the inter-relationships with other software products

Previous Support Desk experience +++

Basic knowledge of Support Desk Tools; HP Openview (Ticketing system)

Freight forwarding knowledge +++

 

We offer an excellent compensation and benefit package including, but not limited to: health, dental, vision, disability, 401K and tuition assistance.