Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. Some remote opportunities are available within specific departments. There are also roles that require being on-site full time. You’ll learn more about this during the application process.
JOB SUMMARY: Responsible for the supervision and coordination of the IT Service Desk staff and operation. A supervisor will manage the day to day operations including status reporting on phone volumes, ticket entries and escalations, and team member scheduling to ensure that policies and procedures are adhered to. Supervisor will work with the IT BSG group to ensure that Service Desk SLA’s are being met to increase overall customer satisfaction. Will oversee and manage new hire service desk training. This position will work in cooperation with IT management to ensure interdepartmental procedures are communicated to the service desk staff in a timely manner and ensure all necessary documentation for service desk procedures are documented and established in a location accessible to the entire staff.
MAJOR RESPONSIBILITIES:
EDUCATION:
EXPERIENCE:
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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