IT Service Desk Supervisor

Overview
At MB2 Dental, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified Service Desk Supervisor to ensure current staff is supported and mentored to maintain and elevate our level of service. The Service Desk Supervisor will oversee the day-to-day operations of the Service Desk. This includes supervising a team of support professionals who handle user inquiries, troubleshoot problems, and provide solutions. The Service Desk Supervisor will support and coach team members, helping them develop effective methods for researching and troubleshooting issues. This guidance will be focused at ensuring that the team delivers timely and accurate solutions to end-users.
Objectives and Responsibilities

• Training: An essential part of this position will be to train the team on service desk systems, processes, tools, and procedures. This includes documenting and tracking reported problems, as well as meeting operational service levels and standards.
• Staying Current: Work with IT leadership team members to keep the team informed about the latest product updates, technical information, and organizational policies.
• Monitoring Metrics: The Service Desk Supervisor will assist with developing and tracking key metrics, such as request queue length, response times, and resolution rates to ensure sufficient coverage and adherence to service standards.
• Workflow Improvements: Identify opportunities for improvement in system and workflows to streamline processes and enhance the team's efficiency and effectiveness.
• Escalation Point: Act as an escalation point when critical issues arise. Facilitating final resolutions ensures that complex problems are addressed promptly.

Requirements

• Experience: 3 years of experience in a related area as an individual contributor and a demonstrated solid understanding of the functional domains.
• Technical Knowledge: A strong technical background with common IT systems, software, and troubleshooting methodologies.
• Communication Skills: Excellent communication-both written and verbal-is crucial. You'll interact with team members, end-users, and other stakeholders regularly.
• Problem-Solving: Help Desk Supervisors need to think critically and solve problems efficiently. Quick decision-making is often required.
• Ability to lift 75 lbs.

Preferred Qualifications

• 3+ years of experience as a Help Desk Supervisor in dental healthcare
• ITIL Certified (Information Technology Infrastructure Library)
• CompTIA A+
• Network+

INDHRM200