What are the responsibilities and job description for the IT Service Desk Supervisor position at MB2 Dental Solutions?
Overview :
At MB2 Dental, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified Service Desk Supervisor to ensure current staff is supported and mentored to maintain and elevate our level of service. The Service Desk Supervisor will oversee the day-to-day operations of the Service Desk. This includes supervising a team of support professionals who handle user inquiries, troubleshoot problems, and provide solutions. The Service Desk Supervisor will support and coach team members, helping them develop effective methods for researching and troubleshooting issues. This guidance will be focused at ensuring that the team delivers timely and accurate solutions to end-users.
Objectives and Responsibilities
- Training : An essential part of this position will be to train the team on service desk systems, processes, tools, and procedures. This includes documenting and tracking reported problems, as well as meeting operational service levels and standards.
- Staying Current : Work with IT leadership team members to keep the team informed about the latest product updates, technical information, and organizational policies.
- Monitoring Metrics : The Service Desk Supervisor will assist with developing and tracking key metrics, such as request queue length, response times, and resolution rates to ensure sufficient coverage and adherence to service standards.
- Workflow Improvements : Identify opportunities for improvement in system and workflows to streamline processes and enhance the teams efficiency and effectiveness.
- Escalation Point : Act as an escalation point when critical issues arise. Facilitating final resolutions ensures that complex problems are addressed promptly.
Requirements
Preferred Qualifications
INDHRM200
