Service Desk Supervisor
Trulycreative Network Solutions, Inc Trulycreative Network Solutions, Inc Murrieta, CA Murrieta, CA Full-time Full-time $60,000 - $67,500 a year $60,000 - $67,500 a year Duties and Responsibilities Strategy & Planning Responsible for technology to support further improvement within the environment Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes.
This includes detailed tactical steps to drive the changes desired with clearly defined success criteria Tracks and communicates cost information around Service Desk operations, including our in-house operations and our managed service provider contracts.
Recommends financial improvements/efficiencies in the IT Service Management (ITSM) space Conducts research on emerging products, services, protocols and standards in support of ITSM best practices Responsible for working with IT Infrastructure projects team to support required support goals Acquisition & Deployment Responsible for hiring and developing Service Desk talent Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements Operational Management Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues Ensures that these IT Infrastructure Library (ITIL) processes are defined, understood, adhered to and improved ongoing across the enterprise Oversees the day-to-day administration of systems related to the management of the end-user systems and applications.
This includes platforms for IT Service Management and Delivery; such as Microsoft SCCM, WSUS, as well as various end-user platforms such as Office365.
Mentors and assists with implementation of continual service improvement items across all IT operational processes Ensures that relevant statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support Promotes the creation and curation of Knowledge documentation with the goal of increasing the end user's ability to access relevant information to self-solve common issues Responsible for Problem Management root cause analysis documentation and reporting.
Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring Key Performance Indicators:
Incident management trends First Contact resolution trends Time to resolution statistics Customer satisfaction surveys Position Requirements Experience 2
years previous Management/Supervisory of Help Desk and/or PC support services Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution Strong interpersonal, written, and oral communication skills Detailed knowledge of Help Desk best practices and tools Education College degree in the field of computer science or like and/or 2-year associate degree in a Technical Field and/or a combined year equivalent work experience.
Knowledge, Skills & Abilities Solid relationship management and performance management skills.
Ability to motivate, develop, and manage team members.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Team-oriented and skilled in working within a collaborative environment.
Working Conditions Travel may be required Availability during non-core business hours (nights/weekends) Job Type:
Full-time Pay:
$60,000.
00 - $67,500.
00 per year
Experience:
Supervisor:
1 year (Required) Education:
Associate (Preferred) Work authorization:
United States (Required) Additional Compensation:
Bonuses Work Location:
One location
Benefits:
Health insurance Dental insurance Paid time off.
Estimated Salary: $20 to $28 per hour based on qualifications.
This includes detailed tactical steps to drive the changes desired with clearly defined success criteria Tracks and communicates cost information around Service Desk operations, including our in-house operations and our managed service provider contracts.
Recommends financial improvements/efficiencies in the IT Service Management (ITSM) space Conducts research on emerging products, services, protocols and standards in support of ITSM best practices Responsible for working with IT Infrastructure projects team to support required support goals Acquisition & Deployment Responsible for hiring and developing Service Desk talent Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements Operational Management Oversees the processing of incoming incidents to ensure courteous, timely and effective resolution of end user issues Ensures that these IT Infrastructure Library (ITIL) processes are defined, understood, adhered to and improved ongoing across the enterprise Oversees the day-to-day administration of systems related to the management of the end-user systems and applications.
This includes platforms for IT Service Management and Delivery; such as Microsoft SCCM, WSUS, as well as various end-user platforms such as Office365.
Mentors and assists with implementation of continual service improvement items across all IT operational processes Ensures that relevant statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support Promotes the creation and curation of Knowledge documentation with the goal of increasing the end user's ability to access relevant information to self-solve common issues Responsible for Problem Management root cause analysis documentation and reporting.
Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring Key Performance Indicators:
Incident management trends First Contact resolution trends Time to resolution statistics Customer satisfaction surveys Position Requirements Experience 2
years previous Management/Supervisory of Help Desk and/or PC support services Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution Strong interpersonal, written, and oral communication skills Detailed knowledge of Help Desk best practices and tools Education College degree in the field of computer science or like and/or 2-year associate degree in a Technical Field and/or a combined year equivalent work experience.
Knowledge, Skills & Abilities Solid relationship management and performance management skills.
Ability to motivate, develop, and manage team members.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Team-oriented and skilled in working within a collaborative environment.
Working Conditions Travel may be required Availability during non-core business hours (nights/weekends) Job Type:
Full-time Pay:
$60,000.
00 - $67,500.
00 per year
Experience:
Supervisor:
1 year (Required) Education:
Associate (Preferred) Work authorization:
United States (Required) Additional Compensation:
Bonuses Work Location:
One location
Benefits:
Health insurance Dental insurance Paid time off.
Estimated Salary: $20 to $28 per hour based on qualifications.
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