IT Service Desk Lead — Customer Care & Tech Support

The City of El Paso Texas; El Paso (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

The City of El Paso Texas seeks an experienced supervisor to lead the Customer Care Operations for the Service Desk. You will oversee QA reviews, respond to customer inquiries, and track performance metrics to improve service delivery.

Responsibilities include escalation handling, reporting, staff supervision, and coordinating training. A CJIS background check will be required within six months, and a valid Texas Driver’s License is expected.

Qualifications

• Oversee service desk QA reviews and customer responses.
• Serve as escalation point for IT service tickets and issues.
• Develop, generate and maintain performance reports.

Responsibilities

• Oversee quality assurance reviews for the IT service desk.
• Act as escalation point for customer service tickets and inquiries.
• Develop and maintain daily, weekly and monthly reports.
• Supervise staff, provide training and evaluate performance.

Skills

Customer care operations

Quality assurance

Escalation handling

Report generation

Team supervision

Education

Bachelor’s Degree in Computer Information Systems

Associate’s Degree in Computer Information Systems

Job description

The City of El Paso Texas seeks an experienced supervisor to lead the Customer Care Operations for the Service Desk. You will oversee QA reviews, respond to customer inquiries, and track performance metrics to improve service delivery.

Responsibilities include escalation handling, reporting, staff supervision, and coordinating training. A CJIS background check will be required within six months, and a valid Texas Driver’s License is expected.