What are the responsibilities and job description for the Service Desk Supervisor position at TEMPE, AZ 85281?

Job Description

Overview

The Service Desk Supervisor is responsible for coordinating the efficient and effective operations of the Service Desk for OnePoint Patient Care. This includes, but is not limited to, work direction and supervision of Service Desk Specialists and coordination with other information technology staff. This position is responsible for planning, assigning, and directing work; documenting and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems. The Service Desk Team Lead / Supervisor develops regular reports on Service Desk contacts, ensures that service levels are met, identifies trends, and makes recommendations for service improvements.

Responsibilities

Monitor Service Desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
Monitor Service Desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose, and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
Design and enforce request handling and escalation policies and procedures.
Oversee the development, implementation, and administration of the Service Desk training procedures and policies
Track and analyze trends in Service Desk requests and generate statistical reports
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Train Service Desk staff on areas of responsibility, new technology, and support procedures
Ensure Service Desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.
Proactively identify process improvement opportunities, including end-user training tools and documentation
Perform related duties as assigned

Qualifications

Training and Experience :

Degree in computer science or a similar field

Minimum of five years experience in information technology field

Five years in a management role is desired

A , Network , MCP, MCSA a plus

Familiar with IT standard concepts, practices, and procedures. ITIL training and exposure and HDI certification(s) a major advantage

Experience working with a help desk ticket system such as Serviec Desk, Fresh Service, ServiceNow, etc. as well as RMM tools such as NinjaRMM, Bomgar, etc.

Experience in troubleshooting and supporting computer systems and working with technical and non-technical end users

Skills and Abilities :

Demonstrated progressive experience in the supervision of a technical support team

Solid relationship management and performance management skills

Ability to motivate and direct staff members and subordinates

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on listening and questioning skills

Strong documentation skills

Ability to conduct research into a wide range of computing issues as required

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly language to non-technical staff and end users

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule

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