IT Service Desk Supervisor

Maryland Connect

1d

About The Position

Responsible for administering the help desk function to assist users with IT problems. Responsibilities: Supervise and manage the daily activities and projects of a team of IT Service Desk Agents supporting all IT Service Desk functions, along with supporting Support Services operations. Collaborates with IT Operations to help meet the key operational objectives, along with providing seamless support to the end user. Collaborates with internal departments to roll out new initiatives, programs, systems, automation enhancements, and other technical solutions. Implement Process Improvements for Team. Recognize, evaluate, and identify areas for improvement. Supervise the daily activities of the IT Service Desk team, which support all IT Service Desk functions and DoIT operations. Continually assesses agent productivity and call activity to fully ensure maximum performance and support department service standards. Sets and communicates goals and provides constructive feedback to create a high-performance culture. Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction. Completes scheduled and ad-hoc productivity reports for Support Services Management. Provides timely escalation and initiates remediation efforts by engaging appropriate teams. Track attendance and performance of team and individuals. Assist in performance ratings of team members at year-end. Manage the call queue to ensure service levels are maintained. Resolve escalations and issues without further escalation by providing superior customer service. Analyzes Service Desk trends to identify opportunities to improve the quality of IT offerings. Assist in authoring, maintaining, adhering to, and improving operating policies, procedures, and associated documentation. Contribute to and manage additional special projects assigned by the management team.

Requirements

• Bachelor’s degree in computer technology, Information Systems (CIS/MIS) or a related technical discipline, or equivalent experience/training and 4 years of experience in IT Service Desk operations.
• Two (2) years of project/people leadership experience in a call center environment.
• Demonstrated knowledge of IT system fundamentals. Knowledge may be demonstrated through education, training and/or experience.
• ITIL Foundation – IT Service Management Certification.

Nice To Haves

• Not Currently Available

Responsibilities

• Supervise and manage the daily activities and projects of a team of IT Service Desk Agents supporting all IT Service Desk functions, along with supporting Support Services operations.
• Collaborates with IT Operations to help meet the key operational objectives, along with providing seamless support to the end user.
• Collaborates with internal departments to roll out new initiatives, programs, systems, automation enhancements, and other technical solutions.
• Implement Process Improvements for Team.
• Recognize, evaluate, and identify areas for improvement.
• Supervise the daily activities of the IT Service Desk team, which support all IT Service Desk functions and DoIT operations.
• Continually assesses agent productivity and call activity to fully ensure maximum performance and support department service standards.
• Sets and communicates goals and provides constructive feedback to create a high-performance culture.
• Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction.
• Completes scheduled and ad-hoc productivity reports for Support Services Management.
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams.
• Track attendance and performance of team and individuals.
• Assist in performance ratings of team members at year-end.
• Manage the call queue to ensure service levels are maintained.
• Resolve escalations and issues without further escalation by providing superior customer service.
• Analyzes Service Desk trends to identify opportunities to improve the quality of IT offerings.
• Assist in authoring, maintaining, adhering to, and improving operating policies, procedures, and associated documentation.
• Contribute to and manage additional special projects assigned by the management team.

Benefits

• Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager