Supervisor Service Desk

Duties and Accountabilities

• Oversee the day-to-day operations of the service desk, ensuring tickets and requests are handled promptly and effectively.
• Be onsite as required, adhering to the organization's in-office policy, to provide direct oversight and support to the service desk team and promote a positive work environment.
• Learn and effectively use our new tools to support, streamline, and improve day-to-day operations, and help the team adopt and apply them in their daily work.
• Apply IT service management (ITSM) principles and ITIL best practices to ensure service desk operations align with industry standards.
• Understand service desk metrics and KPIs and use them to manage daily performance.
• Monitor service desk metrics, identifying trends and areas for improvement, and recommend corrective actions or opportunities to Leadership team to optimize performance as needed.
• Conduct regular reviews of incidents handled by the service desk, providing feedback to improve incident handling and service quality.
• Use comprehensive dashboard systems to track key service desk metrics and performance indicators.
• Aid in the development and implementation of initiatives to increase First Call Resolution (FCR) rates, identifying opportunities for the service desk to take on more complex tasks and responsibilities traditionally handled by higher-tier support teams.
• Monitor customer feedback, identify areas for improvement, and help implement measures to enhance the quality of service provided by the service desk.
• Work with Service Desk Leadership team to develop and implement training programs to improve the technical and soft skills of service desk representatives.
• Stay updated on industry trends, emerging technologies, and best practices in service desk operations.

Collaboration and Communication

• Collaborate with service management and other IT teams to ensure the service desk is prepared to support IT issues, changes, and projects.
• Establish and maintain effective communication channels with internal stakeholders, ensuring smooth coordination and resolution of customer issues.
• Act as a liaison between the service desk and other departments, fostering strong working relationships and promoting effective knowledge sharing.
• Participate in monthly service reviews to discuss performance, trends, and areas for improvement.

People Management

• Supervise a team of service desk personnel, providing day-to-day direction, support, and oversight.
• Assist the Service Desk Manager with recruitment, onboarding, performance evaluations, and career development as needed.
• Foster a positive and inclusive work environment, encouraging teamwork, collaboration, and knowledge sharing among service desk staff.
• Provide regular feedback and coaching, and help set performance goals and expectations, addressing performance issues in a timely and constructive manner.
• Support the professional growth of team members through mentoring and on-the-job training.
• Review staffing and scheduling models to ensure guaranteed coverage to the business.

Minimum Qualifications

• Experience supervising staff, leading teams, or coordinating day-to-day operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.
• Experience supporting PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and software.
• Working knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.
• Knowledge of ServiceNow, including knowledge of Service Now reporting using platform analytics and Service Operations Workspace.
• Experience applying process-improvement methods, such as the ITIL Continual Improvement Model or Six Sigma/DMAIC, to improve service delivery, workflow efficiency, and SLA performance.
• Experience managing priorities, coordinating operational initiatives, and collecting, organizing, and presenting performance data, including status reporting.
• Demonstrated organizational, communication, collaboration, customer service, analytical, and problem-solving skills.
• Ability to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt process and service delivery improvements.
• Ability to manage competing priorities in a fast-paced environment while maintaining a customer-focused approach.