What are the responsibilities and job description for the IT Service Desk Supervisor position at GPD Group?
Join GPD Group, where our purpose is to improve the well-being of our employees, clients, communities, and business partners by transforming opportunities into success. We are passionate about the work we do and the relationships we build with clients. Our employee ownership structure fosters a non-hierarchical collaborative work environment, where everyone is encouraged to share their ideas and creativity to the betterment of the organization and our clients. This structure also enables each associate to explore and expand their talents, reach their full potential, and deliver to the core traits that guide GPD group and allow us to deliver successfully for our clients.
For over 60 years, GPD Group has been providing architectural, engineering and planning services to clients across the United States. With a diverse team of over 700 professionals working in 13 different offices, it is our passion for our work and our commitment to our purpose that unites us.
The IT Service Desk Supervisor will oversee a team of IT Service Desk professionals providing first-level technical support. This role involves mentoring and training team members, managing daily service desk operations to ensure timely and efficient resolution of technical issues, and maintaining a high level of customer satisfaction with Service Desk activities. The ideal candidate is a proactive leader with a strong passion for developing talent and excellent communication skills.
Key Responsibilities:
- Lead, mentor, train, and manage a team of IT Service Desk Technicians delivering basic application and hardware support.
- Develop training plans and recommend additional training courses to enhance team members' technical and customer service skills.
- Oversee daily service desk activities, ensuring all support requests are entered into the company ticket system, and prioritized and resolved promptly.
- Create and monitor key performance indicators (KPIs) such as ticket resolution time, first-call resolution rates, and escalation activities.
- Identify and implement strategies to improve service desk efficiency. Develop SLA and KPI to support and measure performance and improvement.
- Monitor and manage continuous creation of Knowledge Base Articles (KBA) suitable for use with GenAI Chatbot technologies, end-user search, and faster issue resolution for service desk technicians.
- Ensure a high standard of customer service is maintained across all team interactions in all offices.
The ideal candidate will possess:
- Bachelor’s degree in Computer Science or a related field, or equivalent work experience.
- Minimum 4 years of experience in IT support roles, with at least 2 years in a supervisory or leadership capacity.
- Experience with IT service management tools (e.g., ServiceNow, FreshDesk), remote support software, and common IT troubleshooting tools.
- Certification or Knowledge of ITIL framework and best practices.
- Experience with CAD or Engineering environments is a plus.
