Supervisor - Servicedesk

Job Objective:

- Leads the activities of Service Desk staff during real time incident responses and ensures

timely resolution and effective Service Desk Operations.
- Escalates incidents and requests to proper Information Technology (IT) support groups as

required using best practice support standards.
- Monitors performance, conducts staff training, coordinates and assists with incident and

problem resolution.
- Troubleshoots incident requests and provides consulting advice during the escalation of

systems and software incidents.
- Documents incidents and requests for review with IT managers. Monitors and tracks IT

Service Desk Knowledge Performance Indicators (KPI’s), metrics and reporting tools to

monitor performance, including: incident resolution, response times and incident rates,

escalation and proper resolution of incident requests, calls, IM, and e‐mail volumes.

Develops and maintains quality employee and end user relations.
- Ensures professional, consistent and thorough end user interactions are provided by service

desk staff. Provides consulting advice to IT Managers and other corporate groups for

incident resolution and end to end customer service.
- Communicates major incidents and works with IT Managers on problem resolution.

Manages the day to day activity of staff. Provides feedback on performance appraisals.

Manages the development and training of staff.
- Approves paid time off requests (PTO) and ensures human resources policies are followed.

Monitors and tracks the use of IT service support tools and provides recommendations

regarding potential improvements.
- Supports major modifications to the global IT infrastructure and software environment as

required. Performs other duties as required

Minimum Qualification:
Bachelor’s degree is required, preferably in Computer Science.

Experience: 8+ years of related experience.

Domestic and/or international travel may be required. The frequency of travel is contingent on

specific duties, responsibilities, and the essential functions of the position, which may vary

depending on workload and project demands.

**Skills**:

- Strong interpersonal and customer relations skills.
- Proficiency in written and verbal communications.
- Expert organizational skills.
- Advanced use of problem solving techniques and systems analysis.
- Experience with IT Service Management tools.
- Advanced level knowledge of IT related hardware, Microsoft Office and Microsoft Windows

operating systems.
- Experience supporting wireless and wired networks and their inter-operation with computer

systems.

Preferred Qualifications:
ServiceNow experience is a plus