Service Desk Supervisor

Overview

Job Summary:

Under the direction of the IS Manager, the Service Desk Supervisor will carry out various operational strategies by communicating and implementing department objectives. This role will manage escalation procedures with the Service Desk to ensure service levels are maintained. The Service Desk Supervisor will coordinate team oversight, recurring tasks and mentoring as well as implementing continual service improvements through training, knowledge management and process improvement.

Responsibilities

Essential Functions:

• Schedules Service Desk staff and monitors workload to ensure SLAs and Service Desk team performance metrics are met
• Acts as the escalation point for technical, customer and personnel issues
• Identifies areas of opportunity through customer feedback, interactions with resolver groups and support trends to positively influence support strategy, team performance and service improvement.
• Assist in the design, development and delivery of new employee training
• Assist in maintaining Service Desk documentation including process and knowledge management
• Ensures Service Desk staff documents, tracks and monitors technical issues to ensure timely resolution
• Ensures compliance with corporate and departmental policies and guidelines. (attendance, code of conduct, and disciplinary guidelines)
• Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management
• Adhere to IT Service Management policy and procedures for all in scope process areas
• Promote Allegis Group's vision, values and services to all customers and stakeholders
• Works with minimal supervision, able to make quick decisions and partnering with other IS departments to improve customer satisfaction
• Implements process improvements to improve customer satisfaction.

• Responsible for supervision of team members to assure productivity, quality, and timeliness of work in the completion of departmental goals and assigned projects
• Manage staff including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Qualifications

• Preferred minimum of 5 years of experience in Information Technology (IT)
• Preferred 3 years of experience working in a Service Desk leadership capacity; Global support a plus
• ITIL v3 Foundations Certified

• Ability to work independently and with a team to handle all issues while working under time constraints
• Ability to handle multiple tasks and high-priority issues simultaneously
• Able to exercise independent thought and judgment and adapt to new tasks with little notice
• Detail and results oriented and able to prioritize tasks in a multi-tasks environment
• Ability to interface well with all levels of the technical and business community
• Excellent organizational, communication (written & verbal) and interpersonal skills
• Process oriented

• Build relationships
• Develop people
• Lead change
• Inspire Others
• Think critically
• Communicate clearly
• Create accountability