Service Desk Supervisor
Aliso Viejo, CA

Job Description

Job Title:

Service Desk Supervisor

Level:

Management

Exemption Status:

Exempt

Department:

IT

Reports To:

IT Operations Manager

Summary:

The Service Desk Supervisor has the primary responsibility of Managing, Coaching and Mentoring of assigned staff. Managing and maintaining the service desk, assigning and escalating tickets, defining and reporting upon SLA attainment and metrics, IT inventory management including - hardware/software/licensing, coordinating hardware/software quotes, and the procurement process. In addition, the position has oversight to ensure equipment is installed and ready on schedule, make recommendations for system standardization, process improvement and HDLC - Hardware Development Lifecycle. Support and demonstration of the NeoGenomics Laboratories values and expectations for customer support and satisfaction are the fundamental to this team. This is an advanced level for the Service Desk Specialist job category responsible for assisting the IT Site Managers and the Director, Infrastructure and Security, training, and assigning and reviewing work of assigned staff. This position reports to the IT Operations Manager.

Responsibilities:

Core Responsibilities

* Staff Management - Manage the local service desk team for their day-to-day taskd of supporting 24/7 facility - Service desk team tasks include the support of local and remote users, being the first point of contact for IT issues and requests, desktop support including vendor managed systems, managing phone queues, work the floor, asset management, lab equipment on-boarding, employee onboarding, workstation and laptop support including system imaging, cell phone support,
* Metrics - creation, automation and upkeep of the Service Desk system metrics for all IT Staff. Weekly, monthly, yearly and tracking.
* Managing, training, supporting, developing the local Service Desk by pushing process, rigor and holding the Service Desk Technicians accountable.
* Basic Project Management skills - Recap, tracking that things are on time and within budget.
* Support remote users, local users, answer phones, work tickets, work the floor, first point of contact for IT issues and requests, desktop support including vendor managed systems, asset management, lab equipment on-boarding, employee onboarding, workstation and laptop support including system imaging, cell phone support,
* Knowledge of industry-standard security tools, processes and technologies a plus
* Coaching and Mentoring of assigned staff
* SLA Attainment goals are met or exceeded
* Meets or exceeds productivity expectations
* Reports quality results with limited errors
* Works productively and efficiently to achieve company and departmental goals
* Communicates professionally, timely, concise and effectively with all levels of staff.
* Adheres to NeoGenomics Laboratories core values, safety, compliance, and Company policies and procedures.
* Must have an understanding of the company's corporate philosophy, mission, vision, strategies and goals. Must have the ability to maintain internal and external professional relationships.
* Must be a proactive member of the IT Operation Team. Must be able to create and share ideas for cost savings, improving productivity, adding value.
* Must be customer-service oriented and capable of promoting customer service philosophy throughout the organization.
* Must be able to identify and establish relationships with internal and external customers.

Education

* A Minimum of a Bachelors Degree in IT desired but not required or 5 years of experience.

Experience

* Cross functional team leadership and people skills.
* Must have excellent verbal and written communication skills
* A basic knowledge of IT service performance metrics and tools.
* Requires general knowledge relative to our business.
* Technical skills in computer troubleshooting.
* Customer Service Oriented.
* Service now experience a plus
* KACE experience a plus

Qualification Requirements:

* Ability to delegate and hold staff accountable.
* Be an active team player.
* Be a coach and trainer.
* Be a people person, establishing and maintaining excellent relationships internally and externally.
* Ability to set priorities and define what is most important.
* Integrity, honesty.
* Excellent telephone presence with organized follow-up skills

Travel Required:

As Needed