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CommonWealth REIT

CommonWealth REIT is a real estate investment trust, or REIT, which primarily owns office and industrial buildings located throughout the United States. The majority of our properties are office buildings located in suburban areas and central business districts, or CBDs, of major metropolitan markets.CWH was founded in 1986 and went public on the New York Stock Exchange as a REIT that owned healthcare related properties. In the 1990’s we transformed into an office REIT by selling healthcare a... Read More

Address      CommonWealth REIT Two Newton Place 255 Washington Street Newton, MA 02458-1634
Website      www.cwhreit.com/
Holding      No Holding Details

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IT Service Desk Supervisor


·         Manage the daily operations of the organization’s first level Service Desk team:

o   Review all incidents opened to ensure contents and priorities are correct.

o   Escalate incidents that have business impact.

o   Review incidents by staff to ensure the appropriate resolution is documented.

o   Manage escalated customer inquiries.

o   Monitor, understand and generate key performance indicators such as ACD call statistics, average time to resolve and first call resolution.

o   Review, analyze and generate daily, weekly and monthly reports decks.

o   Evaluate customer satisfaction levels.

o   Make recommendations to management for improvements in workflow and processes.  Document processes as required.

o   Communicate (written and verbal) effectively across all levels of the IT organization.

o   Prioritize work and maintain a high level of professionalism in a highly dynamic work environment.

o   When required, function effectively as an individual contributor (Help Desk technician) as workload necessitates and set a “lead by-example” tone within the group.

o   Manage and participate in small-to-large IT Service Desk projects.

o   Work with peers and managers within IT to create a smooth technical support experience.


·         Manage staff including hiring, training, scheduling work assignments and conducting evaluations:

o   Supervise a team of 5 to 10 junior and entry level staff members.

o   Evaluate group and individual performances against predetermined, measurable goals.

o   Ensure staff is following standard operating procedures and processes.

o   Mentor staff to ensure career plans are established and implemented.

o   Empower staff to grow their technical and communication skills.

o   Conduct or coordinate training sessions as required.

o   Conduct weekly feedback sessions with staff to communicate areas of improvement.


·         Perform other duties, as assigned.






Technical and Education/Experience Skills

·         5+  years working in a Help Desk environment as a senior technician or supervisor

·         5 + years working in an IT Support environment including Service Desk, Hardware/Software deployment and end user support

·         4-year college degree with concentration in IT, Computer Science or Management, or equivalent experience

·         Superior MS Office software skills (Word, Excel, PowerPoint, Outlook)

·         Knowledge of Help Desk ticketing software - Service Now or Remedy

·         Solid background working with PC hardware and software with an emphasis on Microsoft environments

·         Experience with security administration of user accounts and rights

·         Overall knowledge of IT infrastructure components and how they interact

·         Excellent reasoning and troubleshooting skills

·         Knowledge of IT service process frameworks (ITIL) a plus


General Skills

·         Excellent customer-facing skills

·         Experience creating metric reporting packages

·         Ability to set processes and lead others toward a common goal

·         Demonstrated ability to effectively communicate with peers and superiors

·         Excellent communication skills, both oral and written

·         Ability to work in a fast paced, dynamic environment

·         Willingness to make changes or adapt as the situation dictates

·         Ability to communicate and measure key performance indicators at both the staff and group level


Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided



Contact Name:

not provided

Job Duration:

not provided





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