We are currently seeking a Service Desk Supervisor to join our team.
The Service Desk Supervisor's role is to oversee all Service Desk staff and ensure that end users are receiving appropriate assistance. This includes responsibility for supervising all procedures and Run Books related to identification, prioritization, and resolution of service desk tickets, along with monitoring, tracking and coordination of Service Desk functions. The Service Desk Supervisor is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will work with IT Management to develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The position is also responsible for capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Supervisor will also contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.
Job Duties and Responsibilities
Strategy & Planning:
In conjunction with IT Management, develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
In conjunction with IT Management, develop Run Books, policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition & Deployment:
Collaborate with IT to configure Service Desk software for internal staff and external clients in support of dynamic business needs.
Stay current with Service Desk best practices and emerging products, services, protocols and standards in support of service desk activities.
Oversee implementation of service desk SLAs, procedures, and performance metrics.
Ensure appropriate training initiatives for new and existing staff.
Configure Service Desk software as appropriate to implement and track service desk tickets, SLAs, procedures and knowledge base.
Supervise the processing of incoming tickets to the Service Desk via telephone and service desk tools to ensure courteous, timely and effective resolution of end-user issues.
Develop and enforce request handling and escalation policies and procedures.
Track and analyze trends in Service Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of Help Sheets, Usage Guides and FAQs for end users.
Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
Oversee the development, implementation, and administration of service desk staff Run Books, training procedures and policies.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Monitor incident trends and anticipate potential problems for proactive resolution.
Required Qualifications & Background
U.S. Citizenship required
College diploma or university degree in the field of Information Technology/Systems and/or 10 plus years equivalent work experience.
Extensive application support experience with MS Windows, MS Office, Macintosh, and IP Telephony
Knowledge of networking protocols including; DHCP, DNS, Active Directory (AD)
Working knowledge of a range of diagnostic utilities, including Ping, Traceroute, IPConfig, NSLookup, NetStat, etc.
Experience with desktop and server operating systems, including, but not limited to; Microsoft Windows, Macintosh, iOS, Linux.
Familiarity with the best practice principles for Service Desk operations and management (such as ITIL).
Proven track record of developing and providing Run Books, SLAs and Service Desk deliverables.
Solid Customer Service Skills
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional written, oral and interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into technical issues, applications and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.