Service Desk Supervisor

The Service Desk Supervisor is responsible for creating and executing the vision for exceptional operations and service delivery to all internal clients of IT, within a defined geography, to support maximum revenue generation enabled by continuously available commercial applications, and low cost TD SYNNEX operations enabled by high worker productivity. The Service Desk Supervisor will support and lead the roles of globally optimizing processes, staffing, technology and communications to:

• Deliver optimum performance, availability, capacity, reliability and security for all production systems, platforms and networks within the assigned preview.
• Ensure all other operational processes are correctly executed, such as patching, vulnerability, etc.
• Where necessary take part in or lead major incidents and ensure appropriate follow up on the root cause analysis.
• Ensure all operational procedures are documented.
• Seek to improve operational procedures and where possible automate them.
• Track and drive remediation and fulfilment of incidents and service requests within SLA.
• Build the operational teams.

CRITICAL & NON-NEGOTIABLE REQUIREMENTS :

• Proven experience leading technical support / service desk teams (call center environment preferred).
• Strong focus on reporting, KPI definition, and performance metrics tracking.
• Demonstrated ability to measure team performance, productivity, and operational efficiency.
• Must have schedule flexibility.

• Plans and supervises individual team of technical support technicians to ensure correct running of processes, procedures and systems against SLAs. (40%)

• Supervises and manages the allocation of incidents and service requests to ensure meet appropriate SLAs. (30%)

• Documents and reviews processes and procedures. Seek to improve existing procedures and processes and automate where possible. (10%)

• Grows the team. Provides or arranges training for individual colleagues. Maintains current talent assessments and global colleague development and succession plans that promote inclusion and diversity. (10%)

• Plays an individual role on business projects as required. (10%)

• Bachelor’s Degree with Information Technology Field of Study required.

• Other Education / Certifications: ITIL, Project Management, Organizational Change Management, Staff Development, Resolving Conflict, Six Sigma, Lean Process Design, Agile, Kanban, Emergency Operations, MCSE, SCCM, ITIL Foundation, CCENT.

• Able to execute instructions and to request clarification when needed.

• Able to recognize and attend to important details with accuracy and efficiency.

• Able to communicate clearly and convey necessary information.

• Able to create and conduct formal presentations.

• Able to interact effectively with all levels of management.

• Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.

• Possesses strong multi-cultural interpersonal skills.

• Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.

• Possesses strong organizational and time management skills, driving tasks to completion.

• Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.

• Able to work independently with minimum supervision.

• Able to maintain confidentiality of sensitive information.

• Able to build solid, effective working relationships with others.

• Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.

• Able to quickly learn new systems and technology.

• Able to use relevant computer system applications at an advanced level.