IT Service Desk Supervisor/lead

NTT DATA•Lemont, IL

68d

About The Position

Job Summary: The Service Desk Supervisor will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity. The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices. Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis. Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and training Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. • Ensures client service levels and performance metrics are met by team Ensure contractual deliverables and performance SLAs are met. Identify and manage all dependencies, risks, and issues during the project life cycle. Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures. Conducts career development, planning and performance of team. Takes ownership of support issues, engaging other internal / external expertise as required. Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client. Ensure the highest level of customer satisfaction. Manage key stakeholder relationships with transparency and integrity. Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments. Provide program reporting for management and stakeholders for the project activities. Ability to understand, apply, and improve/update procedures continually using ITIL principles. Work is managed and tracked through ServiceNow and measured through Service Levels. Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background. Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment. Good client service skills. Ability to successfully lead and coach a team to deliver key business results. Good project management skills.

Requirements

Minimum 5 years of experience in the field of Information Technology to include:
Service Desk Support: Tier I/II
System administration
Contact and incident resolution for hardware, software, and applications.
Minimum 3 years of experience to include:
Automated Call Distribution (ACD) or equivalent
Project and Program Management
Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight.
Minimum 2 years of experience to include:
Microsoft Active Directory
Exchange
System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills
Ability to obtain a Public Trust
Associate's degree or equivalent combination of education and work experience
Good client service skills.
Good project management skills.

Nice To Haves

Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system
ITIL v3 or higher
IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
Knowledge and use scripting language (BASH, PowerShell, etc).

Responsibilities

Drive consistent and reliable Service Desk activities
Improve end-user satisfaction and productivity
Increase IT staff productivity
Establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices
Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis
Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and training
Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals
Ensure client service levels and performance metrics are met by team
Ensure contractual deliverables and performance SLAs are met
Identify and manage all dependencies, risks, and issues during the project life cycle
Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures
Conducts career development, planning and performance of team
Takes ownership of support issues, engaging other internal / external expertise as required
Resolves client escalations where appropriate
Ensure smooth and cordial relationships with the team and the client
Ensure the highest level of customer satisfaction
Manage key stakeholder relationships with transparency and integrity
Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments
Provide program reporting for management and stakeholders for the project activities
Ability to understand, apply, and improve/update procedures continually using ITIL principles
Work is managed and tracked through ServiceNow and measured through Service Levels
Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background
Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment
Ability to successfully lead and coach a team to deliver key business results