Service Desk Supervisor
2 weeks ago
**The IT Service Desk Supervisor is responsible for overseeing the daily operations of the IT service desk team, ensuring that IT support services are delivered effectively and efficiently to meet the needs of the organization. The supervisor will work closely with the Service Delivery Manager to provide leadership and direction to the team, ensuring that high-quality service is delivered in a timely manner.**:
**- **Oversee the day-to-day operations of the IT service desk team, ensuring that support services are delivered in a timely and efficient manner.**:
- **Develop and implement IT service desk policies and procedures to ensure that service delivery meets the needs of the organization.**:
- **Provide technical guidance and support to the service desk team, helping them to troubleshoot and resolve IT-related issues.**:
- **Ensure that service level agreements (SLAs) are met or exceeded and that customer satisfaction levels are exceeded.**:
- **Monitor the performance of the service desk team and provide regular feedback and coaching to ensure that team members are meeting performance goals.**:
- **Provide ownership & drive complex escalations to ensure that they are resolved in a timely and effective manner.**:
- **Develop and maintain relationships with other IT teams, vendors, and stakeholders to ensure that IT service desk activities are aligned with overall IT strategy.**:
- **Participate in the recruitment and selection of service desk team members and provide training and development opportunities to enhance the skills of the team.**:
- **Prepare reports and presentations on service desk performance, including metrics and key performance indicators (KPIs), for management review.**:
**- **Minimum of 5 years of experience in IT service desk operations, with at least 2 years of experience in a supervisory or team lead role.**:
- **Certification of ITIL framework and experience implementing ITIL processes**:
- **Strong leadership and team management skills**:
- **Excellent communication and interpersonal skills**:
- **Analytical and problem-solving skills**:
**Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we are driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our everyday life.**:
**Here, you will thrive. You will be supported when faced with challenges and empowered to tackle new opportunities. You will be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too.**:
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Advertising End Date: 01/10/2023
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