Help Desk Shift Supervisor (129455-598)

Description Shift supervisor is responsible for maintaining SLA compliance for customer and service disciplines within scope of Command Center Operations. The shift supervisor is the escalation point for service communications and management escalations to the other support teams. Shift supervisor is responsible for the continuity of delivery within Command Center Operations. The supervisor maintains environment availability and works with customers and account support teams to ensure that Service Level Objectives are being met. Shift supervisor will work with Delivery Support to introduce process improvements and standard operating procedures documents across the environment.

Principal Duties and Responsibilities

? Monitor all on-shift teams for total customer service delivery to maintain SLA compliance.

o SLA documentation will be available on the documentation server.

? Ensure that command center personnel are properly executing defined process and procedures. This will include addressing issues of performance failure and identifying and elevating process or procedural issues or failures.

For delivery performance issues the shift supervisor will escalate to Incident Manager and Problem Manager.
For HR issues the shift supervisor will escalate to Operations Manager and NOC Tower Lead
? Provide input into quarterly, 6 month and yearly performance evaluations and development plans for employees.

? Oversee and ensure continuity of services provided by the combined staff of HP employees and contingent workers.

? Verify the availability and proper usage of the network, servers, and internet based infrastructure applications. Specifically ensuring the availability phones, OVSD, telalert, Doc Server, etc.

? Monitor call tracking queues for possible delay or issues/ticket storms as required.

? Onsite 1st Level Escalation Manager for high impact/high visibility outages.

? Ensure proper communication processes/procedures are followed during an escalation; this includes engaging higher level support teams and or management staff as required.

? Communicate incident/outage with upper level management as required by process. Monitor status of event and update until event is resolved

? Prepare metrics through daily reporting to evaluate production flow or events that happened on shift.

Shift reports (CCR tool, Shift Turnover, Weekly ticket count information)
Customer environment reporting. (This is currently being finalized)
? Understand and utilize supporting tools, processes, and procedures to provide guidance to staff.

? Coordinate and ensure daily shift turn-over to the next shift in a 7x24x365 support environment.

? Report all customer impacting or personnel issue to Operations manager, Incident manager, Problem Manager and/or Technical leads as required

? Ensure timely execution of the Incident Management and Formal Escalation Processes.

? Work with the tower technical leads in establishing a schedule that allows for effective delivery of services and to prioritize workloads for the staff.

? Maintain close communication with the DLA Operations Manager, Problem Manager, Incident Manager, and technical leads in all operational issues that impact the delivery of services to the customer.

? Responsible for executing and driving the Incident Report (AAR) process through its lifecycle. This includes coordinating the process through the towers involved in a given Incident.

? Act and respond as the Incident Lifecycle Coordinator as driven through the configured OVSD functionality - this includes any coordination, elevation, escalation through the delivery towers or management.

o The OVSD ILC automation function will send a e-mail to the work group at 50% of SLO, at 75 % another e-mail will be sent to the workgroup and shift supervisor, at 100% of SLO an e-mails will be sent and the supervisor will get paged.

? Responsible to understand the status of any ongoing Problem Management and Change Management efforts being executed during a given shift. This includes actively pursuing those cases where either process is necessary to restore service.

 Required Skills

Associates degree in Computer Science or related field plus 7 to 12 years related experience. Experience with commonly used ADP equipment ` including intelligent terminals, minicomputers, microprocessors`, communication equipment and large mainframe systems is desired. Should have an understanding of teleprocessing access methods and other support systems and experience in a commercially available database management system.