Supervisor, IT Service Desk

The IT Service Desk Supervisor will play a critical role in supporting the day to day management of IT operations across the globe. This individual will manage and coordinate work across various sites and locations, manage small scale operations projects, and ensure timely incident resolution is taking place. The supervisor will elevate work to engineering teams, foster documentation standards, and help encourage a shift left philosophy. This individual will report into the global IT support manager, and manage a team of ~10 individual contributors.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervision and Leadership:

• Supervise daily operations of the IT service desk, ensuring a high level of technical support and customer service.
• Lead, mentor, and develop a team of Technicians, Senior Technicians, and Team Leads, promoting a culture of high performance and continuous improvement.
• Monitor team performance against service levels and key performance indicators (KPIs), adjusting as necessary to enhance efficiency and effectiveness.
  
  

Technical Support Management:

• Coordinate and oversee the scheduling of IT service desk staff to ensure optimal coverage and responsiveness across multiple shifts and locations, adapting to varying workflow demands.
• Manage escalation procedures and ensure proper communication channels are maintained between support staff, escalation teams, and stakeholders.
• Oversee the management of IT service desk tools and technologies to optimize support processes.
• Engage with business stakeholders to maintain relationships.
• Develop strategies for service delivery optimization and oversee the implementation of these strategies.
  
  

Quality Control and Reporting:

• Implement and refine IT service desk policies and procedures to improve overall operation and quality of support.
• Regularly report on IT service desk performance, challenges, and outcomes to senior IT management.
• Conduct periodic reviews and audits of IT support tickets and responses to ensure compliance with service standards.
  
  

Training and Development:

• Develop and implement training programs for new hires and ongoing training for existing staff to enhance their technical skills and customer service capabilities.
• Encourage professional development of staff through certifications and training opportunities.
  
  

JOB REQUIREMENTS AND SKILLS

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Experience in a supervisory role within an IT service desk or similar team.
• Strong analytical skills and proficiency in managing to KPIs.
• Excellent interpersonal and relationship management skills.
• Helpful Certifications: ITIL Service Operation, Certified Service Manager (CSM), Microsoft Certified Solutions Expert (MCSE).