IT Services Desk Supervisor
Richardson, TX

Job Description

Position Purpose and Objectives

This position involves overseeing all service desk and core system operational functions and staff. The service desk manager ensures end-users are receiving appropriate assistance with the highest level of service, measures service statistics, identifies and implements best practices and efficiencies, trains and develops staff, manages and tracks IT assets and maintains accurate policies and procedures.

Major Duties and Essential Functions

* Manage day to day operations for all support functions of the IT service desk and core tech operations.
* Ensure Service Level Agreements (SLAs) are in place and monitored on a regular basis to improve the end-user experience.
* Develop and manage policies and procedures that outline how problems are identified, documented, assigned and corrected.
* Analyze performance of service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
* Manage incoming calls to the service desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Acts as an escalation point for requests and incidents.
* Track and analyze trends in service desk requests and generate statistical reports.
* Oversee development and communication of help sheets, usage guides and FAQs for end users.
* Oversee service desk technology deployment, installation, configuration tasks activities.
* Identifies efficiencies to service desk processes and procedures to further improve operations and monitors to ensure methodologies and procedures are in place and followed.
* Provides direct supervision of all service desk technicians to ensure quality of work and service. Provides training, coaching, counseling and mentoring to service desk technicians to improve effectiveness. Ensures that team members reach established goals and are knowledgeable and cross-trained in responsibilities of the team.
* Coordinates with IT team members on projects including mass equipment deployment, software releases, etc.
* Maintain inventory for all workstations, laptops, tablets, printers, and other IT related equipment.
* Establish and enforce policies and procedures in line with security and strategic objectives.

Positions directly lead: IT Support Specialists

Specific knowledge, skills, and abilities required for this position:

OpCon - Batch Operations

Dameware

3rd Party Updates & Testing

VPN/RDP Support

PC Imaging/Deployment

DNS

Core System Batch Process

TCP/IP

Core System Administration

Symantec Endpoint Protection

MoveIT

Trend AV Office Scan

Help Desk Ticketing System

Exchange Administrator

Internet Explorer/FireFox/Chrome

Cisco Jabber

Laserfiche Administrator

Cisco Call Manager

Active Directory Administrator

Cisco Unity

Windows Desktop OS

MS Office 2010/2013

Windows 10

* Exceptional customer service orientation, professional telephone etiquette along with strong interpersonal skill providing strong troubleshooting, problem-solving and analytical abilities.
* Demonstrated passion for excellence and impeccability while interacting with Staff Members and Senior Leadership, and delivering solutions to meet their needs.
* Ability to work flexible schedule as well as some Saturday and Sunday work may be required.
* Experience working in a team-oriented, collaborative environment.

Education: Bachelor's Degree or equivalent minimum 3 to 5 years IT Help Desk / IT Call Center Support experience. Previous experience with Core Operations, MCP, and/or MCSE Certifications is highly desired.

Experience: Minimum of five (3) years of experience in a technical role providing remote support in a technical service desk and operations environment, with a track record of achieving productivity goals. Experienced with providing remote technical support for medium to large technical environments is required. IT experience and knowledge working in a financial institution is highly desired.