IT Service Desk Supervisor

Position Summary:

We currently have an exciting opportunity for an experienced IT Service Desk Supervisor with strong communication skills and technical knowledge to support office and field locations. This individual will supervise, mentor and coach IT Service Desk Analysts. 

Key Accountabilities:

• Ensure service requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service
• Monitor ticket queues and manage service requests by assigning and prioritizing tasks, escalating issues and resolving problems
• Develop policies and procedures that outline how problems are identified, documented and assigned.
• Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvement
• Promote and enforce quality service guidelines, effective response times and provide expert insight into general support issues
• Establish Key Performance Indicators (KPI) and ensure performance expectations and Service Level Agreements (SLA) are met
• Prepare and present performance metrics reports to management
• Resolve escalated issues and provide top tier, on-call, after hours support
• Review, recommend and implement department processes and procedures under the guidance of management
• Partner with management regarding staffing, performance evaluations and disciplinary action
• Manage department schedule, ensuring adequate coverage and appropriate time card documentation
• Partner with various IT groups to support objectives and complete projects
• Effectively coach team members on operational procedures, troubleshooting techniques and cross train to maximize knowledge base
• Create and maintain business and technical knowledge database
• Additional duties as assigned

Skills/Abilities/Experience & Qualifications:

• High school diploma or equivalent required; Associate’s degree or accredited technical school training in related field preferred
• 3+ years of supervisory experience required; IT Service Desk supervisory experience preferred
• 3 - 5+ years of experience in a technical support capacity
• ITIL experience and HDI certification a plus
• Experience with automatic call distribution (ACD) phone systems and trouble ticket systems required
• Demonstrated ability to establish and monitor customer service standards
• Ability to lead teams effectively through structured coaching and delivering by example
• Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
• Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
• Versatile, flexible and willing to work in an environment with rapidly changing priorities
• Proficient use of Microsoft Office programs including Word, Outlook and Excel
• Houston, Texas area resident
• Authorized to work for any employer in the United States
• Ability to pass a thorough background check

Work Environment, Physical & Mental Demands:

• Ability to sit and work at a computer keyboard for extended periods of time
• Ability to stoop, kneel, bend at the waist, and reach on a daily basis
• Able to lift and move up to 25 pounds occasionally
• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
• Ability to work at least 40+ hours per week from the Company’s Houston, Texas corporate office with flexibility based on project needs

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.