Position Summary

The Supervisor - Service Desk’s role is to supervise the daily operations of Service Desk team members and ensures that the services are delivered to the end users/customers with a proper professional manner, SLA and escalation.  The candidate will be responsible for delivering team training and assessment; developing Knowledge Bases for new services handled-over to the Service Desk team.  This person should be capable of backing up the Manager managing the  process, internal and external audit review, rostering and staffing.

Primary Responsibility Enforce IS&T escalation policies and procedures Enforce Service Desk service levels in consultation with end users to establish service request resolution expectations and timeframes Oversees all Service Requests are being handled Enforce Service Desk's strict compliance with company policy and SOP Guide the Service Desk team members to provide the proper and professional IT services with Service Level Agreement Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems Track and analyze trends in service desk requests and generate statistical reports Supervise the external contractors working in the Team Review and ensure a high quality of all system maintenance notifications going out to business users Manage Service Desk Roster as well as handle daily roster exceptions for Service Desk Team members Oversee development and dissemination of help sheets, usage guides, and FAQ lists & Knowledge bases for Service Desk team and end users Oversee the development, implementation, and administration of service desk staff training procedures and policies Work on-call during critical incidents Requirements University degree in the field of computer science or equivalent work experience At least 3 years experience in a desktop support or technical support management role Certifications in Microsoft desirable Sitting for extended periods of time Solid relationship management and supervisor skills Ability to motivate and direct staff members and subordinates Strong understanding of the organization’s goals and objectives Exceptional written and oral communication skills Exceptional interpersonal skills, with a focus on listening and questioning skills Strong documentation skills Ability to conduct research into a wide range of computing issues as required Ability to absorb and retain information quickly Ability to present ideas in user-friendly language to non-technical staff and end users Keen attention to detail Proven analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Exceptional customer service orientation