IT Production Control Supervisor jobs in Lafayette, LA

The Information Systems department at Acadian Companies has a full-time opening for a Service Desk Supervisor in Lafayette, LA. The Service Desk Supervisor is responsible for overseeing the daily operations of the service desk, which includes designing systems of work for managing phone and remote support, work order queues, staff schedules, training, and assisting with request and issue escalations. The role ensures that team member issues are resolved promptly and efficiently and fosters an environment of continuous improvement.

DUTIES AND RESPONSIBILITIES:

• Establish and enforce service desk service level agreements in consultation with Sr. Manager and Director to determine problem resolution expectations and timeframes.
• Continuously audit tickets, workflows and processes to ensure maximum effectiveness, efficiency, and adherence to protocol.
• Identify and coordinate the implementation of automations to eliminate manual processes.
• Maintain adequate staffing levels throughout the shift based on call volume metrics.
• Research emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts, adhering to ITIL and ITSM best practices.
• Assess the need for system reconfigurations (minor or significant) based on request trends and make recommendations.
• Monitor employee productivity and provide constructive and timely feedback, coaching, and counseling as needed.
• Analyze and assess problem situations to plan, design, and implement suitable solutions.
• Motivate team members while maintaining customer focus and balancing project requirements.
• Monitor ticket queue for SLA violations and trends.
• Report on service desk KPIs at suggested intervals.
• Execute industry-specific tasks and manage team within industry boundaries.
• Prioritize requester needs through constant communication with department and company leadership during planning, monitoring, and implementing new solutions.
• Participate in after-hours critical production support as required.
• Perform other Continuity of Operations duties as assigned.

QUALIFICATIONS:

• HS Diploma or GED
• Bachelor's degree preferred
• 4 years of experience in related field preferred

TRAINING REQUIREMENTS:

• CompTIA ITF certification is required within 6 months of employment.
• ITIL Foundation certification is required within 6 months of employment.
• CompTIA A certification is required within 12 months of employment.
• ITIL Managing Professional certification is required within 12 months of employment.
• HDI Support Center Manager certification is required within 18 months of employment.
• CompTIA Network certification is required within 24 months of employment.
• Certified Entry-Level Python Programmer certification is required within 30 months of employment.
• Certified Entry-Level Data Analyst with Python certification is required within 36 months of employment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.