Job Description
A leading provider of IT Managed Services in New York City/ Northern New Jersey is looking for a Service Desk Supervisor to manage and mentor our Service Desk team. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of service delivery management. The successful candidate will be responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk. Responsible for ensuring outstanding service delivery to the company. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.
Required Skills:
- Appropriate technical certification(s) are preferred (e.g., ITIL v4).
- 7+ years of relevant experience, ideally in a medium-to-large MSP environment.
- Demonstrated experience leading an IT Support team or function.
- Demonstrated experience with ITIL-oriented process design for IT Service Management.
- Demonstrated experience working in a time-sensitive, high-visibility environment.
- Experience with leading service desk performance indicators and service level standards.
- Experience with leading service desk technology solutions for IT and non-IT users (e.g., ConnectWise PSA).
- Technical aptitude to learn and understand IT related processes, systems, and services.
- Strong attention to detail, along with organizational and time management skills, are a must .
Responsibilities:
- Create, measure and report on support team’s KPIs against defined SLAs and proactively leads continuous improvement efforts (in partnership with cross-functional IT stakeholders as appropriate).
- Develop monthly reports on service desk team’s productivity.
- Deploy and promote ITIL best practices.
- Create and reviews IT Service Desk training materials and ensure proper training of all team members.
- Monitor, mentor, and coach team members to deliver quality support.
- Set goals and expectations for all team members.
- Handle client escalations and VIP client requests.
- Provide procedural guidance to service desk members.
- Review, understand, and improve existing customer processes eliminating gaps or inefficiencies.
Other Details about the Job
- This is a Full-Time position.
- All standard benefits are included such as medical/dental/vision insurance and vacation time.
- We encourage and reward professional certifications
- Salary will be based on experience. Please send your resume with the expected salary. Applications lacking expected salary will not be considered.
- You will be placed at our Fair Lawn, NJ office . Please do not apply if you are not local or are not willing to relocate.
Job Tags
Full time, Local area, Relocation,