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Service Desk Supervisor

5 months ago

Savli, India T.D. Williamson Full time
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 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

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

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
  • 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.

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
  • 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