Service Desk Supervisor

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, Tennessee, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide. 

This role will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal.  This role will lead team members to successfully accomplish tasks. 

• Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues 

• Monitor event processes, message queues and workflow processing software involving web 

• Enter new trouble tickets, escalate existing tickets and keep users informed of status. 

• Ensure documentation of tickets as they are created are up to the standard of HireRight Technology Solutions Center. 

• Keep procedures and troubleshooting links and tools up to date. 

• Create site availability reports for customer SLAs and KPIs.  

• Troubleshoot, manage and resolve production systems, platforms and processes. 

• Identify network, system and service issues separately from software source code errors. 

• Utilize check lists, uptime report, and event root cause investigation as necessary. 

• Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues 

• Support all HireRight custom product/processes and software 

• Communicate with internal users, Technical Client Advocates and Technical support concerning case status, prioritization, and resolution plans 

• Ensure software problems are effectively managed and communicated to resolution 

• Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service). 

• Keep track of other team members workload. 

• Weekly one on one meetings with team members. 

• Provide feedback and metrics to management. 

Education 

• High School diploma or GED required 

• Technical degree in computer science/IS and operations or equivalent work experience preferred 

About you 

• Fluent in English 

• Minimum of 4 years’ experience in technical or application support roles. 

• Previous leadership experience 

• Familiarity with product / technologies / troubleshooting preferred 

• Must have previous experience in general technology support (hardware, software, diagnostic process) 

• Experience in Tableau (desired skill) 

• On-call rotation 

Please submit resume/CV in English.

All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.

HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.