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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
Responsibilities
· 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.
Requirements
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 |
Fax: |
+1-617-3322261 | Contact Name: |
not provided |
Job Duration: |
not provided | Phone: |
+1-617-3323990 |
Email: |
hr@cwhreit.com |
TalentOne Job Information
Information Technology IT Helpdesk (1st to 2nd Level)
Open Jobs - CommonWealth REIT
- Accounts Payable Clerk
- Administrative Assistant
- Area Chief Engineer
- Area Chief Engineer
- Area Chief Engineer
- Area Manager
- Area Manager
- Area Manager
- Building Engineer
- Building Engineer
- Building Engineer
- Building Engineer (2)
- Chief Engineer
- Chief Engineer
- Chief Engineer
- Construction/Project Manager
- Corporate Accountant
- Corporate Cash/Income Auditor
- Customer Service Representative
- Deskside Support Analyst
- Fiscal Operations Manager
- Human Resources Assistant
- IT Service Desk Supervisor
- Maintenance Engineer
- Maintenance Engineer
- Maintenance Engineer
- Maintenance Engineer
- Manager of Systems Operations
- Project Mgr
- Property Manager
- Property Manager
- Senior Business Analyst
- Senior Business Services Analyst
- Senior Help Desk Analyst L3
- Senior Network Architect
- Senior Network Engineer
- Senior Project Manager
- Senior Property Manager
- Shuttle Service Driver (part-time)
- Systems Architect
- Systems Support Specialist
- Talent Manager
- Tax Analyst – Indirect Tax
- Telecommunications Administrator
- Tenant Coordinator
- Tenant Coordinator
- Tenant Coordinator
- Tenant Coordinator (2)
- Tenant Coordinator (3)
- Vice President, Property Operations
News - CommonWealth REIT
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