IT Service Desk Supervisor

JOB SUMMARY

The Supervisor, IT Service Desk (NEON) is responsible for the NEON IT Helpdesk functions including incident, problem, change and request process management. The incumbent will supervise the Helpdesk team and performance of work; plans and leads response to user IT issues; and ensure successful implementation of IT service-related projects and the deployment and support of client end-user hardware. This position is located in Boulder, CO.

MAJOR RESPONSIBILITIES

• Supervises incident response and restores normal service operations as quickly as possible to minimize the impact to observatory operations.
• Determines stakeholders for incident resolution; coordinates troubleshooting incidents across multiple teams, and confirms required actions are taken in a timely manner.
• Analyzes incidents and requests to recognize trends, identifies areas of larger problems and areas for change to prevent future incidents.
• Oversees request process and ensures the request process is working efficiently; ensures requests meet defined service agreements and works toward creating efficiency with service delivery.
• Utilizes metrics and reports to monitor and ensure performance meets service level requirements; defines, develops and distributes metrics and reporting.
• Assists with the life cycle of documentation and the development of knowledge in the Observatory knowledge base.
• Defines and establishes schedules, sets priorities, provides support/direction and manages with issues as needed in support of the NEON’s IT service desk; ensures compliance with contracts, software licensing agreements and usage; participates in IT software procurement activities and negotiations as required.

MAJOR RESPONSIBILITIES

• Keeps well-informed of technology advances, trends and products; participates on teams to deliver and rollout new applications and services; maintains a current knowledge base of information technology and evaluates new concepts and techniques for use to solve business problems.
• Ensures top quality customer service to all end users; measures the effectiveness and support quality provided by the NEON’s IT service desk through analyzing metrics to benchmark workload/performance and identify trends.
• Implements procedures related to problem identification, reception, documentation and distribution; analyzes processes, implements change and process improvements as necessary.
• Maintains effective relationships through communications with management, user/research communities and vendors.
• Ensures an effective IT Helpdesk through the selection, development and motivation of employees. 
• Overseeing purchasing, deployment, support and retiring of IT end-user hardware including PCs, Macs, tablets, cell phones, printers and video conferencing equipment.

THE FOLLOWING IS REQUIRED

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field; 5 years of experience in the IT field; or an equivalent combination of education and or experience in a related field. 
• Proven experience with IT service desks. 
• Ability to motivate and direct staff members, excellent communication skills, strong technical skills, proven analytical and problem-solving abilities, first rate customer service skills.
• Must be US Citizen.
   

SALARY

Salary: $78,000 – $90,000 a year

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
 

LEGAL DISCLAIMER

The above statements are intended to describe the nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members.  No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle’s Legal Department.