Service Desk Supervisor

Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.

• Supervises the support to the internal customers in all locations and all related Business Units within the Global Service Delivery team.
• Works closely with other IT-teams and internal customers.
• Develops and maintains relationships with external suppliers and evaluates their services.
• Supports and administers contracts for sites located in Far-East, Asia & Pacific countries.
• Ensures supplier contracts validity and application.
• Represents the IT organization at the local site.
• Reports to IT Manager, EH Global Service Delivery

• Supervises the local Service Desk team in India.
• Ensures Service Desk ticket resolution in a timely and quality manner according to the SLA’s set
• Coordinates with Global Service Delivery team to ensure the correct assignment of business requests
• Owns the evaluation, improvement and report on the services provided by the Service Desk team
• Monitors service indicators and executes root cause analysis activities for remediation and improvement.
• Audits ServiceNow metrics and customer feedback to provide the appropriate level of support

• Selects, evaluates, motivates, and develops staff to ensure a qualified team that meets company objectives
• Provides constructive feedback, assesses employee performance, areas for improvement and growth within the Service Desk organization
• Ensures training & development needs are addressed.
• Develops positive team dynamics to ensure high performance.

• Responsible for administration and operational integrity of all systems, applications or networks assigned to include operating/application software installation, hardware/software upgrades and management, security, tuning, throughput, problem resolution and backup/recovery procedures.
• Analyzes software failures to detect and resolve problems, monitors system performance to ensure the delivery of reasonable performance to customer.
• Keeps abreast of new developments in the information technology field and strives to continually improve the technology delivered to support the business accordingly to IT management decisions.

• Ensures communications regarding down-time, scheduled maintenance, and system changes.
• Ensures system up-time exceeding 99%.
• Manages escalations as result of system failures or system down times.
• Participates in audits and leads remediation efforts.

• Bachelor’s or Associates degree in Information Systems or related field, with at least five years of relevant experience a systems administrator role
• Previous experience in a supervisor role is an asset
• ITIL certification is an asset
• Strong experience in service delivery and cooperating with a service desk
• Detailed knowledge of desktop computing, networks and servers, database management, applications, telecommunication as well as working on applications and security.
• Excellent interpersonal skills and ability to work with all levels of personnel individually and within teams.
• Good communication skills, both verbal and written
• Fluent English spoken and written