IT Service Desk Supervisor

At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably. What sets us apart is our expertise, experience and commitment.
- Each day we dedicate ourselves to treating each other, our customers and our community with care and respect._

**Responsibilities**:
Relationship with Others
- Supervises the support to the internal customers in all locations and all related Business Units.
- Works closely with other IT-teams and internal customers.
- Develops and maintains relationships with external suppliers and evaluates their services.
- Represents the IT organization at the local site.

Service Delivery
- Supervises the local Service Desk team.
- 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

Team Management
- 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.

System Administration
- 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.

Operational Oversight
- 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.

Qualifications:

- 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
- Excellent interpersonal skills and ability to work with all levels of personnel individually and within teams.
- Good communication skills, both verbal and written