Job Listing: Command Center Shift Supervisor (2 Positions)

Command Center Shift Supervisor - TWO POSITIONSLinux, Unix, SMARTS, Remedy, Windows, Crystal Reports
FIRST POSITION: 6PM-5AM (WITH ONE-HOUR LUNCH)Friday, Saturday, Sunday, and Monday
SECOND POSITION: 7PM-6AM (WITH ONE-HOUR LUNCH)Monday-Thursday
BOTH POSITIONS: 8AM-5PM (WITH ONE-HOUR LUNCH)Monday-Friday for first TWO weeks (during training period)
MAY ALSO BE ASKED TO FILL-IN FORVACATIONING SHIFT SUPERVISORS FOR OTHER SHIFTS
PROJECT NAME: Shift Supervisor
Work in South Brunswick as a Command Center Shift Supervisor for the publisher of the world's most vital business, financial news and information firm.
POSITION DESCRIPTION:
The Command Center Shift Supervisor:

Manages the Command Center staff, ensuring consistent and high-quality service to the customer's End Users inline with all SLAs (Service-Level Agreements) and KPIs (Key Performance Indicators).
Maintains an effective and efficient Command Center, tightly linked with customer business objectives.
Ensures continuous improvement of services provided to customer End Users.
Provides Incident and Problem Management System support activities.
Acts as Technical Liaison between the Help Desk, customer business groups, and IM support groups.
Maintains technical skill continuity and consistency of Command Center staff.

PRINCIPAL ACCOUNTABILITIES:
The Command Center Shift Supervisor:

Ensures operational excellence of the Command Center.
Fulfills Global Problem Management and the escalation process.
Implements and maintains the staffing and scheduling for the Command Center.

Ensures that necessary staffing is there to provide adequate coverage and maintain SLA.

Works with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support by the Command Center.
Carries out the complaint-handling (management escalation) process for the Command Center.
Should keep knowledge updated by going through documentation periodically. Documentation should be updated whenever there is a new process or change in process.
Is the liaison between the Help Desk and other groups on Technical Support issues.
Proactively works with other groups on normal Process Support issues.
Reactively works with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions to the normal process.
Defines the process of implementing easy electronic access to all Command Center documentation, including:

Manuals
Scripts
Processes
Process Flow Charts
Notification Escalation List
Help Desk Weekly Schedule
Support Documentation

Develops processes to streamline the daily functioning of the Command Center, including:

Work Distribution
Monitoring phone queue and email box
Vendor management and follow-up
User follow-up
Closing tickets
Maintaining front-end message(s)

Works closely with Training Team to implement technical action items related to the Command Center.
Ensures implementation of BOP (Best Operating Practices) in the Command Center.
Coordinates and manages relationships with Vendors and Support Staff who provide hardware, software, and network problem resolution.

About Our Client:
This publishing and financial information company is based in the United States and is the publisher of "The Wall Street Journal", "The Wall Street Journal Europe", "The Wall Street Journal Asia", financial magazines ("Barron's" and "SmartMoney", jointly owned with Hearst), and community newspapers through its Ottaway Newspapers group. They have the oldest and most widely used of all stock market price indicators; based on the share values of 30 blue-chip stocks listed on the New York Stock Exchange; it is the most widely cited indicator of how the stock market is doing.
This is an estimated 3-6 month contract position (approximately 6/20/2008-9/30/2008), through Volt Technical Resources - a division of a Fortune 1000 publicly traded Staffing Industry Leader, based in New York City. We are among the largest IT staffing companies in the US for contract/temporary and direct hire placements and support most of the top rated IT companies on the East Coast.