Service Desk Supervisor

From day one The Standard has worked hard to make a difference, by being different In 1906, our founder Leo Samuel chartered the first locally-based life insurance company to champion the communities of the Pacific Northwest. Today, his philanthropic spirit lives on. Every day, we follow in the footsteps of our founder by our involvement in the communities in which we live. Vibrant, healthy communities provide opportunities for people and a positive environment in which to live and do business. We believe that we have a responsibility to help build and maintain such communities. Our investment in social service, health, arts, education, environmental and civic causes is part of our commitment to building lasting relationships with our employees, customers and communities. Job Description Service Desk Supervisor If you want to make a positive difference and stand out from the crowd, you'll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help provide people with the financial security and confidence to pursue their dreams. Come join us and share our passion for serving our customers in a positively different way. The Service Desk Supervisor will be responsible for delivering superior customer service by efficiently addressing the needs and concerns of customers. This supervisor is responsible for supporting field operations, service desk, open systems, networking, telecommunications, mainframe, Windows, and middleware solutions. The ideal candidate must possess strong interpersonal skills, a good balance of technical and management experience including basic understanding of how computers and networks operate the ability to think quickly in pressure situations, and the knowledge of where to look for answers, which may not necessarily be accessible right away. - Responsible for the supervision of a dedicated Service Desk Team. The Service Desk Superviosr ensures that incidents and service requests are completed in a timely manner, handles escalations from the users including after-hours, coordinates with other IT departments in ensuring that user needs are met on a timely basis and within Service Level Agreements (SLA). - Will work in conjunction with other IT Managers on improving the quality of support services by identifying areas that need improvement through statistical analysis, performance metrics reporting and identifying consistent and persistent problems from the trouble tickets. The Supervisor will develop and write processes and procedures as needed to improve the quality of services performed and delivered by the Service Desk team. This includes, but not limited to, monitoring reports from Remedy, ACD, IVR and individual tickets for quality control. - Makes necessary recommendations to the appropriate customer liaison(s) regarding changes in processes, procedures and any conditions that may be causing unnecessary trouble tickets. In addition the on going review of trouble tickets should include analysis to encourage user independence and decrease call volume. Assure compliance with organizational objectives and service level agreements in areas such as incident management, problem management and change management. Assist in operational-level troubleshooting activity, identify root causes of problems, and provide solutions to prevent future occurrence. - Provide documentation and tracking activities regarding the status of customer inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Must make the decisions regarding trouble ticket escalations. Furthermore, the manager must keep IT Management and Customer Management aware of significant and critical situations in a timely manner. - Will mentor and train Service Desk team members on technical developments, customer service, and serve as a resource for handling advance trouble ticket issues that cannot be handled by the staff. The Service Desk Supervisor will also assist with call overflow as needed to ensure Service Level Agreements are being met. - Education: A bachelor's degree and 2-3 years of demonstrated supervisory experience in a Service Desk environment - Experience: Minimum of 6-7 years of general IT experience - An interest in technology and the financial services and life insurance industry - Proven success in managing the Service Desk function and Incident Management activities, SLAs and OLAs - Strong Service Desk knowledge and ITIL process framework utilizing IT Service Management tools - Advanced problem solving and organizational skills - Ability to effectively communicate verbally in person, on the telephone, electronically and in writing - ITIL Foundation & Practioner Level Certification is recommended - Global experience - Other duties as assigned Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Equal Opportunity employers. The Standard requires a criminal background investigation, drug test, plus employment and education verification as a condition of employment. All employees of The Standard must be bondable. If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=492272-3-993 www.standard.com