IT Service Desk Supervisor

NTT America • Darien, IL

78d • Hybrid

About The Position

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 Information Technology including Service Desk Support: Tier I/II, System administration, and contact/incident resolution.
• Minimum 3 years of experience in Automated Call Distribution (ACD) or equivalent, Project and Program Management, and Project/Service Delivery management.
• Minimum 2 years of experience with Microsoft Active Directory, Exchange, and System Center Configuration Supervisor (SCCM).
• Ability to obtain a Public Trust.
• Associate's degree or equivalent combination of education and work experience.

Nice To Haves

• Excellent written and verbal communication skills.
• Proven reporting experience in ServiceNow or similar ITSM ticketing system.
• ITIL v3 or higher certification.
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent.
• Knowledge and use of scripting languages (BASH, PowerShell, etc.).

Responsibilities

• Use ITIL as the foundation to drive consistent and reliable Service Desk activities.
• Establish an efficient operation with skilled personnel applying best practices.
• Manage project deliverables and support services according to defined SLAs.
• Oversee and supervise the work schedule and distribution of service desk employees.
• Lead a team responsible for assisting users with hardware, software, networks, and peripherals.
• Ensure client service levels and performance metrics are met by the team.
• Identify and manage all dependencies, risks, and issues during the project life cycle.
• Direct team to comply with pre-established service desk policies and procedures.
• Conduct career development and performance planning for the team.
• Take ownership of support issues and engage internal/external expertise as required.
• Resolve client escalations and ensure smooth relationships with clients.
• Manage key stakeholder relationships with transparency and integrity.
• Provide program reporting for management and stakeholders.
• Communicate complex technical information to all stakeholders.
• Perform analytical and technical tasks on PC systems and IT infrastructure.
• Lead and coach a team to deliver key business results.

What This Job Offers

• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees