Customer Support Lead (Service Desk)

City of San Antonio - San Antonio, TX4.0

Full-time
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Under general direction, is responsible for leading the work of customer service representatives. Provides procurement, technical software, hardware and mobile direction and support for escalated issues. Responds to Tier II and III support requests. Generates activity and status reports. Exercises functional supervision over assigned staff.

ESSENTIAL JOB FUNCTIONS:
Problem Resolution: Responds to Tier II and III support via multiple sources, such as phone and e-mail. Generates activity and status reports. Diagnoses escalated customer problems and provide guidance to other team members. Escalates when necessary. Coordinates the resolution of application, hardware and software problems. Assists systems and programming professionals, as needed. Creates temporary solutions until permanent solutions can be implemented.

Recurring Problem Identification and Resolution: Identifies recurring and potential problems. Develops procedures and controls for prevention. Investigates alternative methods to expedite problem resolution. Expedite customer request for reoccurring and common customer service requests.

Service Request: Meticulously process customer's hardware, software and mobile purchase order requests. Relate existing hardware, software and mobile service request devices within the Departments ticketing system to ensure IT asset quality control. Understands technical constraints when exploring options to resolve customer service request/issues.

Communication: Documents and coordinates updates on issues to ensure customer satisfaction and productivity. Provide courteous and professional customer service experience via written or voice communication. Prepare agenda documentation and action items for customer service projects.

Vendor Support and Management: Works with vendors on technical support solutions and procure IT hardware, software, and mobile products for customer.

Service Level Management: Monitors service-level agreements metrics to ensure that service delivery requirements are met or exceeded. Develops customer satisfaction metrics and service procedures with customer input. Correct identified issues and service procedures to improve customer's experience. Provide process improvement and documentation to enhance department's IT delivery.

Coaching and Mentoring: Coaches and Mentors less experienced personnel.

Supervision and Performance Evaluation: Provides functional supervision over assigned staff. Provides input to staff performance reviews.

Performs related duties and fulfills responsibilities as required.

JOB REQUIREMENTS:
Associate's degree from an accredited college or university.

Four (4) years of relevant IT work experience.

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

PREFERRED QUALIFICATIONS:
Knowledgeable of IT Service Coordination.
Knowledgeable of Software and Hardware provisioning techniques.
Experience in process documentation writing.
Experience with ticketing systems (Remedy).
Experience in Asset Management.
System Reporting concepts.
Possess excellent analytical and problem solving qualities.
Able to display good decision making capabilities and effective listening techniques.
A+ certification.

APPLICANT INFORMATION:
If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

PHYSICAL REQUIREMENTS:
Physical requirements include occasional lifting/carrying of 10 pounds;
visual acuity, speech and hearing; hand and eye coordination and manual
dexterity necessary to operate a computer keyboard and basic office
equipment. Subject to sitting, standing, reaching, walking, twisting,
and kneeling to perform the essential functions. Working conditions are
primarily inside an office environment.

KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of basic to moderately complex hardware and software products.

Knowledge of the latest office automation software and network operating systems and Macintosh desktops and laptops.

Skill in problem solving/troubleshooting.

Skill in problem analysis and decision-making.

Skill in Interpersonal professional verbal and written communications.

Ability to make strong decisions in ambiguous situations necessary to interface with customers.

Ability to pay attention to detail and demonstrate outstanding organizational skills.

Ability to lead by example and motivate others.

Ability to handle trouble calls that include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc.

Ability to establish and maintain effective working relationships with City staff and the general public.

Ability to effectively function in a fast-paced work environment.

Ability to interact with all levels of Management.

Ability to make sound judgment calls and exhibit flexibility in non- standard circumstances.

Ability to communicate clearly and effectively, both verbally and in writing.

Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Applicants selected for employment with the City of San Antonio must receive satisfactory results from pre-employment drug testing, references, background checks, and credential verification, as required by the position. Depending on the position, selected applicants may be required to comply with any state and federal requirements for the position and may be subject to interval criminal background checks in accordance with relevant regulations.

APPLICATIONS MAY BE FILED ONLINE AT:
http://www.sanantonio.gov/HR/CareerCenter.aspx

Human Resources Department
San Antonio, TX 78205
210-207-8705

hrcustomerservice@sanantonio.gov
Position #2019-01109
CUSTOMER SUPPORT LEAD (SERVICE DESK)
LP

Customer Support Lead (Service Desk) Supplemental Questionnaire

  • 1. Are you a current regular full time CoSA employee?
Yes
No
  • 2. What best describes your highest level of education?
Some High School
High School Diploma or GED recognized by the Texas Education Agency or a regional accrediting agency
30+ completed semester hours (credits) from an accredited college or university
60+ completed semester hours (credits) from an accredited college or university
Associate's Degree from an accredited college or university
90+ completed semester hours (credits) from an accredited college or university
120+ completed semester hours (credits) from an accredited college or university
Bachelor's Degree from an accredited college or university
Master's Degree from an accredited college or university
PhD, JD, or other Post Graduate Degree from an accredited college or university
None of the above
  • 3. How many years of relevant IT work experience do you have?
Less than one year
1 year
2 years
3 years
4 years
5 years
6 years
7 years
8 years +
I do not have relevant IT work experience.
  • 4. Do you have an A+ Certification?
Yes
No
  • 5. Select all that you have professional experience with:
Coordinating IT services
Process documentation writing
Mobile hardware and services
Ticketing systems (Remedy)
Remote access tools (Bomgar, PDQ)
Asset management and reporting techniques
None of the above
  • 6. Describe the steps you would take to ensure that requirements of a service-level agreement are met or exceeded. What would you do if you found an area of non-compliance?
  • 7. I understand for this position I must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.
Agree
Disagree
  • 8. Are you a veteran or active member of the armed forces?
Yes
No
  • Required Question