IT Service Desk Supervisor

The IT Service Desk Supervisor is responsible for supervising the Service Desk Technicians and Customer Site Specialists; planning, assigning and directing work; Interviewing, hiring and training Service Desk employees; appraising performance; addressing complaints and resolving problems; collecting metrics and generating daily, weekly and monthly Service Desk reports.

Responsibilities: Supervise Service Desk Technicians' and Customer Site Support Specialists' daily activities.Assign and schedule day-to-day work assignments.Ensure assigned work is complete in a timely and effective manner.Develop, implement and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level.Monitor Service Desk operations and escalate tickets to ensure problems are handled in an expeditious manner.Document, track and monitor problems to ensure resolution in a timely manner with the least business impact.Oversee desktop support problems and resolutions to determine trends and problem areas.Ensure support policies, standards and operating procedures are being followed.Manage and provide daily, weekly and monthly service desk operational reports.Train Service Desk Technicians and Customer Site Support Specialists on troubleshooting techniques, operational procedures and customer service.Maintain accurate records of IT equipment purchases, moves and replacements across local and remote sites.Assist Manager of End User Services in development of Service Desk policies, standards and operating procedures.Qualifications: A minimum of 5 year's hands-on technical experience in an enterprise IT help/service desk environment.At least 3 years supervisory experience in an enterprise IT help/service desk environment with a minimum of 5 direct reports.Excellent ability to diagnose computer, network and printer issues using all available resources.Experience Developing, implementing and managing operational standards and escalation procedures for an enterprise IT help/service desk.Experience with IT support policies, standards and operating procedures.Experience with enterprise help/service desk software (Numara Footprints, BMC Remedy, HP Service Desk, etc.).Experience developing and maintaining IT service desk operational reports.Experience teaching troubleshooting techniques, operational procedures and customer service to help/service desk employees.Experience keeping records of IT equipment purchases, moves and replacements in an enterprise help/service desk environment.ITIL experience is a plus.Must be able to manage time/priorities and work autonomously with minimal supervision while still being a team player.Must be able to communicate effectively, calmly and patiently with both technical and non-technical audiences.Must possess excellent written, verbal, and presentation skills.