PURPOSE: 

Supports Service Desk Director and assists in management of 24x7x365 Service Desk operations team. Provides assistance with management of support, incident management, staffing, and documentation.   

RESPONSIBILITIES: 

• Works with Service Desk Operation Manager and clients to manage and resolve escalated issues per defined processes and procedures.  

• Ensures team is working on responding and following up with customers.  

• Defines, gathers, analyzes, and reports on performance metrics which demonstrate Service Level Agreement (SLA) achievement, volumes and quality of services delivered.   

• Conducts Post Incident Reviews as secondary point of contact.  

• Works with Service Desk Operations Manager and Service Delivery Manager to perform due diligence activities for existing and potential clients.  

• Helps to improve and extend service offerings and capabilities.  

• Assists with staff management including scheduling and career growth  

• Provides department leadership, training, mentoring, and coaching  

• Provides new employee on-boarding orientation and training.  

• Maintains current knowledge of core service offerings and SLAs.  

• Demonstrates and actively promotes an understanding and commitment to the culture of Ascend Technologies through performing behaviors consistent with the organization's values.  

• Supports and conducts self in a manner consistent with Ascend Technologies customer service expectations.  

• The Service Desk Supervisor will oversee the supervision of his/hers respective assigned teams.  

• Other Responsibilities as assigned by management 

MINIMUM SKILLS, EDUCATION AND EXPERIENCE 

May consider an equivalent combination of education and experience:  

• Bachelor’s degree in Information Technology, Business, or related field.  

• 3 years experience in the following:   

• Service Desk or NOC operations personnel supervision.  

• Statistical analysis and performance reporting in Service Desk or NOC operations environment.  

• Incident Management system experience.  ServiceNow a plus.  

• Proficiency with all Microsoft Office applications, Comprehension of Ticketing/Incident software.  Understanding of ITIL procedures. ServiceNow experience a plus.  

CERTIFICATIONS  

• Information Technology Infrastructure Library (ITIL) Foundation.  

• Six Sigma  

At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered. 

CORE VALUES 

We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:   

• Committed to Client Success: Our actions and our words always align with the best interest of the client. 

• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions. 

• Integrity: We are unquestionably committed to doing the right thing even when it is hard. 

• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another. 

• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust. 

PHYSICAL DEMANDS:  

Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s). 

Salary Expectations $60,000-$70,000

The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.
 
Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities. We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience.