IT Service Desk Supervisor/lead

Req ID: 345506

NTT DATA 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 IT Service Desk Supervisor/lead to join our team in Lemont, Illinois (US-IL), United States (US).

Job Summary:

• 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.
• 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.
• 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.
  
  

Basic Qualifications:

Minimum 5 years of experience in the field of Information Technology to include:

• Service Desk Support: Tier I/II
• System administration
• Contact and incident resolution for hardware, software, and applications.

Minimum 3 years of experience to include:

• Automated Call Distribution (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 2 years of experience to include:
• Microsoft Active Directory
• Exchange
• System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills
• Ability to obtain a Public Trust
• Associate's degree or equivalent combination of education and work experience
  
  

Preferred Qualifications:

• 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
• ITIL v3 or higher
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
• Knowledge and use scripting language (BASH, PowerShell, etc).
  
  

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.