Purpose of Position

The Supervisor, Service Desk is responsible for leading, mentoring and developing a team of Service Desk Analysts that provide 24x7x365 Tier 1 and Tier 2 support to NetJets team members.

Reporting to the Manager, Service Support, the Supervisor is responsible for leading and overseeing the day-to-day operations of the service desk team, including planning, assigning, and directing work.

The service desk supervisor ensures that the service desk team is consistently delivering exceptional service, meetings SLA's and following call, ticket and incident management practices as established with ITSM leading practices.

The Service Desk serves as the initial point of contact for teams seeking assistance with software, hardware, mobile devices, enterprise & business applications, telecommunication devices and more.

Tasks and Responsibilities

• Lead and oversee the day-to-day operations of the service desk team, ensuring timely resolution of technical issues and exceptional customer service delivery.
• Conduct regular coaching and 1 : 1 session with SD analysts to review performance and adherence to SLA's, KPI's and CSAT
• Direct staff activities, including managing team schedule and coverage, time tracking, and PTO request. Monitor queue interaction stats to ensure appropriate workload distribution.
• Provides data and reporting of KPI's and trends to Manager Service Support ad-hoc, weekly or monthly and as needed. Provide monthly KPI results to direct reports.
• Lead weekly team meetings focused on continuous improvements and learning opportunities.
• Collaborate with Manager Service Support to attract, retain and develop top talent for the evolving needs of the service desk.
• Inspire the team to adopt leading practices and ensure continuous improvements.
• Develop and implement service desk policies, procedures, and standards to optimize efficiency, productivity, and service quality.
• Provide leadership, guidance, and mentorship to service desk staff, fostering a positive and collaborative team environment.
• Set clear performance expectations and goals for service desk technicians, conducting regular performance evaluations, and providing feedback for continuous improvement.
• Monitor service desk metrics and key performance indicators (KPIs), analyzing trends and identifying areas for improvement to enhance service delivery.

Education

Bachelor's in Information Technology or Business

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

• Bachelor's degree in information technology or related field
• Minimum 6 years' experience in Service Desk and / or IT / contact center support environment
• Minimum 4 years of team lead or management experience in a service desk / helpdesk environment
• Excellent analytical, problem solving and decision-making skills.
• Excellent verbal and written communication skills, ability to support, partner with and communicate to a diverse audience.
• Strong leadership and communication skills, with a passion for team building and collaboration.
• Strong knowledge of ITIL framework and ITSM best practices
• Strong Knowledge of IT service management (ITSM) software and tools
• Experience with crucial conversations
• Ability of adapt to changing environments and lead with positivity.
• Familiarity with Genesys phone system
• Experience supporting industry standard software's and applications, including Microsoft Office programs, Adobe Reader / Acrobat, Apple iOS, Google Chrome, Microsoft Edge, Remote Desktop Connection, Phone systems.
• ITIL certification a plus

Last updated : 2024-05-09