Service Desk Supervisor

ONEIL

oneil.com

Service Desk Supervisor

• $75,000-$80,000 per year
• Medical, dental, vision, life, AD&D, and long-term and short-term disability benefits 
• Flexible working hours and generous paid time off
• Working on-site with hybrid options
• 401K employer match 
• ESOP contributions
• Pet-friendly office

POSITION SUMMARY: Service Desk Supervisor is responsible for Responsible for managing the Service Desk function for the organization, which includes, hardware and software provisioning, enterprise hardware and software inventory, and mobile devices. They may also make recommendations for policy changes/updates. Manage the performance of Level 1 and Level 2 services & support to internal personnel and ensure that service levels are achieved, and user expectations are met or exceeded. This role will meet defined metrics/benchmarks and implement standards and processes to achieve an effective employee experience. They will provide leadership and overall guidance of Service Desk personnel to ensure project and task prioritization and completion is completed according to company schedules and assist in maintaining maximum system uptime and business continuity resiliency. This position also requires collaboration with other IT groups as necessary and to foster strong partnerships between Information Technology and business units.

ESSENTIAL FUNCTIONS:

• Oversee Service Desk requests, incidents and problems
• Manage and coordinate urgent and complicated support issues
• Act as escalation point for all requests and incidents
• Determine root cause of issues and communicate appropriately to relevant parties
• Train, coach, mentor direct reports
• Oversee Solutions repository and ensure top quality solutions are available to users
• Develop internal Service and Business Level Agreements to set expectations and measure performance
• Advise management on situations that may require additional client support or escalation
• Define department roadmaps for short, intermediate and long-term visions and strategies
• Maintain 99% uptime of critical technical components and delivery channels
• Participate in Incident Response, Business Continuity and Disaster Recovery operations
• Maintain industry proficiency via ongoing training, conferences and self-learning as necessary
• Cooperate with internal and external auditing entities
• Perform other duties as assigned

WORKING ENVIRONMENT:

• General office environment; required to use office equipment (personal computer, telephone/smartphone, photocopier); required to sit/stand for long periods of time
• May be required (on short notice) to work overtime/additional hours to meet deadlines; may occasionally require weekend and/or working holidays, as needed
• May be required to travel by motor vehicle and/or airplane to complete job requirements; estimated to be less than 10%

MINIMUM QUALIFICATIONS:

Education:

• High school diploma or General Education Equivalency (GED) is required
• Associates of Science in computer engineering, management information systems, or related computer field, or equivalent work experience is required

Experience:

• Minimum 3 years of similar or related experience
• Previous experience managing a Service Desk function is preferred
• Previous Personnel managing a Service Desk function is preferred

Technical Experience:

• Proven experience managing systems in a Microsoft environment including IIS, SQL Server, and AD
• Strong background in software and web development, networking, and security
• Experience integrating, customizing, configuring, and managing third-party software
• Demonstrated abilities in analyzing business needs, documenting processes, and implementing software and process-based solutions
• Demonstrated knowledge of emerging technologies, trends, and software platforms
• Familiarity with various IT security and privacy standards i.e. ISO 27001, NIST 800-171 and GDPR.

Certification/Licensure:

• Relevant industry certification(s) is preferred
• Valid driver’s license in state of residency with acceptable driving record is preferred

Knowledge, Skills, Abilities:

• Strong written and oral communication skills
• Able to work independently or in groups as necessary
• Ability to determine user needs and provide solutions in an efficient manner

• Strong customer service skills, and ability to communicate technical information to a non-technical audience

• Critical thinking to identify and address service bottlenecks, trends, and future needs

• Strong problem-solving and troubleshooting skills
• Skilled at providing technical advice to end-users

• Ability to effectively manage multiple projects and work with multiple project teams concurrently
• Ability to react to shifting priorities, demands, and timelines
• Ability to be self-directed, be resourceful, and demonstrate creativity to meet job objectives and propose innovative ideas
• Ability to be cost-effective in completing assigned tasks accurately and within established guidelines and timeframes/schedules
• Ability to complete assignments on time, which may require overtime to meet deadlines

• Ability to follow established company policies and procedures and customer guidelines
• Ability to follow through on assignments and maintain a high level of integrity
• Ability to work proactively and efficiently to fulfill job responsibilities
• Ability to work effectively with third party auditors and consultants

The statements contained herein describe the essential functions of this position and are not an all-inclusive listing of work requirements. Individual may perform additional duties as required, subject to reasonable accommodation.

CONFIDENTIAL  AND  PROPRIETARY