Supervisor Global IT Service Desk

The Service Desk Supervisor is part of the IT Support team within User Services. They are responsible for ensuring excellent, consistent service, and quick resolutions for internal corporate computing issues. This individual is responsible for overseeing the day-to-day operations of our global service desk team, ensuring efficient and timely resolution of customer technical issues by managing staff, monitoring performance, escalating complex problems, and implementing process improvements to maintain high-quality customer service standards while meeting key performance indicators (KPIs).Additional responsibilities include but are not limited to; oversight of technicians engaged in configuring and deploying Windows/Mac systems, upgrades, and performance monitoring systems; purchase of IT equipment and software; asset controls, and associated equipment maintenance.This role will work with the User Services Managers and Sr. Manager of User services to plan, implement, and initiate defined goals and programs in support of IT team. The computer/IT environment includes all PCs, Mac laptops, tablets, printers, and peripherals, as well as RESPONSIBILITIES Android/iOS mobile operating systems, and related software/systems.

KEY

• Provides supervision of IT Service Desk technicians and serves as a management escalation point for desktop computing issues in a follow the sun support model.
• Provides for and ensures the training and development of staff members in the effort to maintain and enhance knowledge of the environment.
• Provide training for all new IT Service Desk technicians on team processes and procedures.
• Ensure proper handoff between different global support shifts and proactive communication with management.
• Maintains service levels, standards, policies, and procedures pertinent to User Services.
• Responsible and accountable for meeting internal customer needs.
• Provides planning and coordination for ITS projects, in conjunction with direction from the User Services Management Team.
• Ensures that ITSM systems are utilized and updated properly for work performed, as well as maintenance of IT asset inventory.
• Reviews monthly ticket and service request reports, identifying process improvements and trend analysis.
• Provide oversight of RMA/equipment return processes for terminated employees.
• Reporting of trending issues and other metrics for leadership; creates and communicates KPIs to staff in one-on-one meetings.
• In addition to the above job responsibilities, other duties may be assigned.

QUALIFICATIONS:

• Strong customer service skills with excellent communication skills.
• Must have experience working in a global organization.
• Minimum 2+ years of experience managing service desk technicians.
• Solid knowledge and understanding of application systems and computing devices
• Must be proficient in the use of Microsoft 365 applications (Word, Excel, PowerPoint, Teams, OneDrive, and Outlook).
• Strong organization and prioritization skills.
• Strong critical thinking and problem-solving skills.
• Strong research and troubleshooting skills.
• Ability to work well under pressure and deadlines.
• Capable of working without day-to-day direction from supervisor but knows when to solicit input.
• Communicates well in non-technical terms to users.
• Ability to train, educate, and problem-solve with staff.
• Excellent written and verbal communication skills.
• Strong understanding and implementation ability of process and procedures.

Education:

• High school diploma or GED required. Bachelor's degree preferred.
• ITIL certification or related experience.

Experience:

• 4+ years of IT desktop/remote support experience in an enterprise environment
• 2+ years of leadership experience.
• 2+ years of inventory management experience.
• Advanced ability to lead, coach and mentor a team with a strong focus on customer service.
• Working knowledge of ticketing systems, ticket management, and ticket metrics.
• Experience with project management, process creation, and documentation.