Information Technology Specialist Supervisor

About The Role

The IT Service Desk Specialist Team Supervisor oversees the service desk specialist technicians and supports the Service Desk Manager in various tasks. This role ensures efficient and effective operation of the specialist service desk members and the overall ITSS Service Desk.

Responsibilities

• Maintains the specialist queue to ensure tasks are completed on time.
• Participates in 1:1 meetings with Specialist staff, Analyst Supervisor, and Service Desk Manager to stay updated on progress, issues, etc.
• Reports on Specialist SLA Breaches and Service Desk metrics.
• Works with Service Desk Manager to set goals for Specialist staff.
• Trains the staff on using the tools for their positions and provides ongoing training on new support services.
• Identifies suitable staff for promotion to Specialist role.
• Sets task functions for each tier based on skillset and works with Analyst Supervisor.
• Identifies process and document improvement opportunities for the Service Desk.
• Manages the team members including dispatching, mentoring, and problem resolution to ensure staffing levels meet the needs of each Business Unit.
• Participates in integrations and system cutovers for newly acquired locations.
• Provides onsite technical VIP level support.
• Assists with special projects and pop-up tasks.
• Administers the RingCentral VoIP system for the call center to ensure it is properly functioning, especially during after-hours operations.
• Performs other duties as assigned.

Qualifications

• 3+ years of Service Desk experience.
• 1+ years of minimum demonstrated team management and leadership skills.
• Previous experience with a ticketing system, ServiceNow preferred.

Skills & Abilities

• Ability to work in a fast-paced environment.
• Less than 25% travel required.
• Sitting for extended periods of time.
• Visual acuity.
• Ability to lead by example and engage a team.
• Able to lift up to 25 lbs.
• 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.
• 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).

Experience Qualifications

• Required: 3+ years of Service Desk experience.
• Required: 1+ years of minimum demonstrated team management and leadership skills.
• Preferred: Previous experience with a ticketing system, ServiceNow.