Service Desk Supervisor

Position Summary

The Service Desk Supervisor is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring efficient and high-quality support for end users. This role includes managing a team of service desk technicians, handling escalated technical issues, and ensuring that service levels are met in line with company policies and goals. The Service Desk Supervisor will play a key role in ensuring that IT support services are delivered promptly, professionally, and effectively, helping the organization maintain smooth operations.

Responsibilities:

Team Management & Supervision:

Lead and supervise a team of service desk technicians, ensuring that all support tickets are addressed in a timely and effective manner.

Provide coaching, training, and performance evaluations for service desk staff to enhance their skills, productivity, and job satisfaction.

Monitor daily service desk activities and workload, ensuring appropriate distribution and prioritization of tasks among the team.

Establish clear goals and performance metrics for the service desk team, tracking progress and ensuring continuous improvement.

Customer Support & Issue Resolution:

Oversee the resolution of escalated IT issues, ensuring complex problems are addressed and resolved in line with service level agreements (SLAs).

Ensure that the service desk team follows best practices for troubleshooting, issue documentation, and timely resolution of user inquiries and incidents.

Act as a point of escalation for high-priority or difficult service desk tickets, providing advanced troubleshooting or recommending solutions.

Maintain a high level of customer service and satisfaction, ensuring end-users receive prompt, professional, and effective support.

Process Improvement & Service Quality:

Continuously evaluate and improve service desk processes, workflows, and procedures to increase efficiency and support quality.

Develop and maintain a knowledge base of solutions, troubleshooting steps, and FAQs to assist the service desk team and reduce resolution times.

Ensure that incident management processes are followed to monitor and resolve incidents and service requests promptly.

Implement and ensure adherence to ITIL or other relevant best practices for IT service management (ITSM).

Reporting & Documentation:

Generate and analyze regular reports on service desk performance, including ticket volume, response times, resolution times, and customer satisfaction.

Track service desk KPIs and ensure team performance aligns with established SLAs.

Ensure that all service desk incidents, requests, and resolutions are properly logged, tracked, and documented in the ticketing system.

Prepare reports for senior management on service desk activities and recommend improvements based on data.

Collaboration & Communication:

Collaborate with IT management and other departments to ensure alignment of support services with business needs and objectives.

Ensure clear communication within the team and across other IT functions regarding ongoing issues, resolutions, and system maintenance.

Work closely with other IT teams to ensure that escalated issues are resolved, and appropriate resources are allocated for problem-solving.

Training & Development:

Coordinate ongoing training and development programs for service desk staff to ensure they are up to date with the latest technologies, systems, and troubleshooting techniques.

Foster a culture of continuous learning and improvement within the team.

Provide guidance on technical issues and ensure that all team members maintain a deep understanding of IT systems, hardware, software, and network infrastructure.

IT Asset Management:

Ensure proper tracking and management of IT assets (e.g., hardware, software, licenses) in conjunction with the service desk.

Oversee the allocation, deployment, and replacement of IT assets to users as required, ensuring assets are tracked accurately.

Other duties as assigned.

Qualifications:

Bachelor s degree in Information Technology, Computer Science, or a related field preferred.

Relevant IT certifications (e.g., ITIL, CompTIA, HDI Support Center Certification) are a plus.

3-5 years of experience in an IT service desk or technical support role, with at least 1-2 years in a supervisory or leadership capacity.

Proven experience with incident management, service desk operations, and service level management.

Experience using IT service management tools (e.g., ServiceNow, Jira, Zendesk) and ticketing systems.

Experience in managing and improving team performance and operational efficiency.

Strong technical troubleshooting and problem-solving skills across hardware, software, and network-related issues.

Excellent leadership, interpersonal, and communication skills, with the ability to motivate and support a team.

Ability to handle escalated customer service issues with professionalism and composure.

Strong organizational and time-management skills, with the ability to handle multiple priorities effectively.

Knowledge of ITIL practices and principles for service desk management.

Strong customer service focus, with a dedication to maintaining high levels of user satisfaction.

Physical Requirements:

Prolonged periods sitting at a desk and working on the computer.

Occasional liftin pushing, pulling up to 15 lbs.

In-Office Position with occasional on-call support or evening/weekend work may be required depending on business requirements.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.