Service Desk Supervisor

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a [[Service Desk Supervisor]] to join our team in [[Lemont]], [[IL]], [[US]].
Service Desk Supervisor
Job Responsibilities Include
Service Desk operations provide a fully integrated support model for our Client's end users. Our client is a Federal research Facility located in Lemont, IL. The Service Desk Supervisor will manage a large, diverse deployment of IT equipment throughout the enterprise with multiple operating systems (Windows, Linux, and MacOS) and end users with various IT requirements. This is a fulltime, Salaired role. This position would be onsite daily in Lemont, IL
The Service Desk support must include a robust management platform to track and address these needs, an experienced staff that can leverage best practices, and demonstrated experience supporting organizations like Argonne.
The Service Desk Supervisor will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity. The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices.
Service Desk Supervisor Job Duties:

• Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis.
• Overseeing and supervising the work schedule and distribution of Service Desk employees, including onboarding, skills assessments, and training
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
  • Ensures client service levels and performance metrics are met by team
• Ensure contractual deliverables and performance SLAs are met.
• Identify and manage all dependencies, risks, and issues during the project life cycle.
• Directs team to follow and comply with pre-established Service Desk policies, knowledge base articles, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Maintains relationships with vendors.
• Leads technical support team that provides postsales client support and solutions for hardware, systems, applications software utilizing telephone and remote diagnostic capabilities.
• Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client.
• Ensure the highest level of customer satisfaction.
• Manage key stakeholder relationships with transparency and integrity.
• Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments.
• Provide program reporting for management and stakeholders for the project activities.
• Ability to understand, apply, and improve/update procedures continually using ITIL principles.
• Work is managed and tracked through ServiceNow and measured through Service Levels.
• Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment.
• Good client service skills.
• Ability to successfully lead and coach a team to deliver key business results.
• Good project management skills.

Required Qualifications:
Argonne is a highly complex environment and as such a minimum level of experience for any junior position should be equal to or greater than the following:Minimum 5 years experience in an enterprise environment and a minimum of a bachelor's degree in a relevant area of study

• Minimum 5 years experience ACD or equivalent, Project and Program Management, Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight
• Minimum 5 years of progressive experience in the field of Information Technology in one or more of teh following areas: Service Desk Support: Tier I/II, system administration, or contact and incident resolution for hardware, software, and applications.
• Minimum 2 years experience with Microsoft Active Directory, Exchange, System Center Configuration Supervisor (SCCM) from an administrative perspective
• Customer Service Management and/or HDI skills
• Minimum 5 years experience managing a delivery team of at least 10 personnel.
• ITIL v4 (Required within 6 months of hire)

Desired Qualification:

• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system
• PMP Certification
• ITIL v3 or higher
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
• DoD 8140 Security Certification
• COMPTIA IT certification (A+, Net+, Linux+ etc....)
• Knowledge and use scripting language (BASH, PowerShell, etc.)

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About NTT DATA Services
NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.