Position Summary
The Supervisor - Service Desk’s role is to supervise the daily operations of Service Desk team members and ensures that the services are delivered to the end users/customers with a proper professional manner, SLA and escalation. The candidate will be responsible for delivering team training and assessment; developing Knowledge Bases for new services handled-over to the Service Desk team. This person should be capable of backing up the Manager managing the process, internal and external audit review, rostering and staffing.

Primary Responsibility
Enforce IS&T escalation policies and procedures
Enforce Service Desk service levels in consultation with end users to establish service request resolution expectations and timeframes
Oversees all Service Requests are being handled
Enforce Service Desk's strict compliance with company policy and SOP
Guide the Service Desk team members to provide the proper and professional IT services with Service Level Agreement
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
Track and analyze trends in service desk requests and generate statistical reports
Supervise the external contractors working in the Team
Review and ensure a high quality of all system maintenance notifications going out to business users
Manage Service Desk Roster as well as handle daily roster exceptions for Service Desk Team members
Oversee development and dissemination of help sheets, usage guides, and FAQ lists & Knowledge bases for Service Desk team and end users
Oversee the development, implementation, and administration of service desk staff training procedures and policies
Work on-call during critical incidents

Requirements
University degree in the field of computer science or equivalent work experience
At least 3 years experience in a desktop support or technical support management role
Certifications in Microsoft desirable
Sitting for extended periods of time
Solid relationship management and supervisor skills
Ability to motivate and direct staff members and subordinates
Strong understanding of the organization’s goals and objectives
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