Information Technology Specialist Supervisor

The Heritage Group•Indianapolis, IN

2d•Hybrid

About The Position

The IT Service Desk Specialist Team Supervisor, in our IT Shared Services (ITSS) team, provides leadership and support to the service desk specialist technicians and assists the Service Desk Manager with tracking tickets, resolving issues, reporting on metrics and the VoIP system, addressing team concerns, ensuring adequate coverage and assisting in project work as assigned. This position will ensure efficient and effective operation of the specialist service desk members and the overall ITSS Service Desk. The IT Service Desk connects end users within the businesses to IT support. As the first point of access for IT queries, this role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Support functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service oriented role and a strong focus will be placed on appropriately communicating and following-up with impacted users. The Service Desk Supervisor must have prior hands-on experience with Active Directory, Exchange management, and account administration. This role is responsible for providing ownership, oversight, and accountability for the account administration work performed by their team members, ensuring user accounts, permissions, mailbox access, and related requests are completed accurately, securely, and in alignment with established IT policies and procedures.

Requirements

3+ years of Service Desk experience
Minimum of 2 years demonstrated team management and leadership skills
Prior hands-on experience with Active Directory, Exchange management, and account administration.
Ability to work in fast-paced environment
Sitting for extended periods of time
Visual acuity
Ability to lead by example and engage a team
Ability to lift up to 25lbs
Ability to multi-task and quickly respond and report on assigned tasks/issues/outages, and adapt to changes quickly
Demonstrated interpersonal skills including telephone skills, communication skills, and active listening
Able to analyze complex technical problems, determine root cause, and implement corrective action
Ability to match resources to technical issues appropriately
Advanced understanding of operating systems, business applications, printing systems and network systems
Demonstrated use of office and project tools (including Windows 10, Office 365, Word, Excel, PowerPoint, Project, Visio and Outlook)

Nice To Haves

Previous experience with a ticketing system, ServiceNow
ITIL Foundation - HDI (HDI) ITIL Foundations or related certification Upon Hire

Responsibilities

Direct Supervisor for Service Desk Specialist team.
Monitors Specialist queue to ensure tasks are completed on time.
Participates in 1:1 meetings with Specialist staff, Analyst Supervisor and Service Desk Manager to keep all abreast of progress, issues, etc.
Report on Specialist SLA Breaches and Service Desk metrics.
Works with Service Desk Manager to set goals for Specialist staff.
Train the staff on how to use the tools for their positions and provide on-going training on new support services.
Works with Analyst Supervisor to identify staff suitable for promotion to Specialist role.
Sets task functions for each tier by analyzing skillset and working with Analyst Supervisor.
Identify process and document improvement opportunities for the Service Desk.
Manage team members including dispatching, mentoring, and problem resolution and to make sure staffing levels meet the needs of each BU.
Participates in integrations and system cutovers for newly acquired locations.
Ability to provide onsite technical VIP level support.
Assists with special projects and pop-up tasks.
Administer the RingCentral VoIP system for the call center to make sure it is properly functioning, especially the afterhours call center.
All other duties as assigned.
Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.