JIS Service Desk Supervisor

Judicial Information Services (JIS) is currently seeking qualified applicants for the position of Service Desk Supervisor. Reporting to the JIS Service Desk Manager, the Supervisor provides support for multiple complex custom enterprise applications that are tailored specifically for trial courts across Michigan. Reporting to the JIS Service Desk Manager, the supervisor leads the daily operations of Tier 1 and Tier 2 support services to a subset of JIS customers, ensuring that customer queries are handled effectively and efficiently. The supervisor ensures that support is delivered in accordance with JIS policies and procedures and that support activities are coordinated with other service desk supervisors to provide a unified customer experience.

Essential duties and responsibilities for this position include, but are not limited to, the following:

• In consultation with division leadership, develop Service Desk tactical plans based on the MSC, SCAO and JIS strategic plans;

• Develop Performance Communications Plans and annual training plans for direct reports and provide oversight, feedback and accountability;

• Conduct bi-weekly meetings with staff members and document those meetings;

• Complete annual of performance evaluations;

• Train, coach and mentor staff, developing their technical, court operations/workflows, and customer skills;

• Respond to and work towards resolution of employee relations issues;

• Monitor and approve time off and time sheets for direct reports;

• Manage daily operations by overseeing a team of agents to ensure a smooth, satisfying support experience for customers;

• Ensure that support activities are coordinated and tickets are monitored, logged, tracked, and resolved appropriately;

• Maintain a support coverage schedule for business hours;

• Work as part of the JIS Service Desk leadership team to identify, document, implement, and maintain the best practice policies and procedures needed to ensure consistent support across teams;

• Work as part of the JIS Service Desk leadership team to identify and incorporate continuous improvements to Service Desk, incident / service request, and problem processes, and ticket workflows;

• Assist with root cause analysis of incidents and problems;

• Communicate verbally and in writing appropriately to internal and external customers;

• Act as the major incident coordinator, handling communication to customers;

• Act as the escalation point for challenging tickets;

• Advise management on situations that may require additional client support;

• Maintain current knowledge of Service Desk industry and ITIL trends and potential impacts on the IT support business;

• Participate and assist in driving knowledge management / knowledge centered services processes, including best practice usage of knowledgebases in self-service support;

• Participate in sharing Service Desk day-to-day responsibilities to help balance workload across the team.

EDUCATION

• Bachelor's degree or equivalent work experience in the IT Service Desk industry.

EXPERIENCE

• Two years as a service desk or customer service team lead;

• Five years of experience working in an IT help desk or other customer service environment;

• Experience supporting case management systems, document management systems, or similar;

• Experience with service desk ‘ticketing’ systems such as Halo, Cherwell, ZenDesk, ServiceNow, etc.

KNOWLEDGE

• Formal ITSM/ITIL training and track record of successfully delivering and managing Support Desk best practices;

• Proficiency in the use of Office tools (Word, Excel, Outlook and Project).

ABILITIES

• Work flexible hours.

• Lead and motivate others.

• Manage multiple issues simultaneously with exceptional follow through.

• Provide excellent customer service, problem solving and conflict resolution.

• Show outstanding interpersonal and communication (written and oral) skills.

• Ability to explain technical information clearly to non-technical audiences.

• Demonstrate intense curiosity to understand how complex systems ‘work.’

• Seek out complex challenges that others avoid and apply relentless drive to improve them.

• Demonstrate deep empathic skills that allow exploration of insights from many different perspectives and enables ability to detect patterns that yield ideas.

PHYSICAL REQUIREMENTS

• Working conditions are normal for an office environment.

• Lift and transport materials, equipment, and supplies weighing up to 45 pounds.

LICENSING / PROFESSIONAL CERTIFICATION

• ITIL v4 Foundation certification is required. Additional ITIL, HDI, or SDI training is preferred.

WORK LOCATION: Official work-site location is the Hall of Justice, Lansing, Michigan. Remote work may be available in accordance with the MSC/SCAO Remote Work Policy.

TO APPLY: Please e-mail your cover letter and resume in Word or Adobe.pdf format to jobapps@courts.mi.gov and include “JIS Service Desk Supervisor” in the subject line. If you are unable to send applicant materials electronically, please contact Judicial Human Resources: (517) 373-1147.

OPEN UNTIL FILLED

AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $83,874.00 - $109,954.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift

Work Location: In person

Salary : $83,874 - $109,954