Service Desk Supervisor

A leading provider of IT Managed Services in New York City/ Northern New Jersey is looking for a Service Desk Supervisor to manage and mentor our Service Desk team. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of service delivery management.  The successful candidate will be responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk. Responsible for ensuring outstanding service delivery to the company. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.
Required Skills:

• Appropriate technical certification(s) are preferred (e.g., ITIL v4).
• 7+ years of relevant experience, ideally in a large MSP Service Desk environment
• Demonstrated experience leading an IT Support team or function.
• Demonstrated experience with ITIL-oriented process design for IT Service Management.
• Demonstrated experience working in a time-sensitive, high-visibility environment.
• Experience with leading service desk performance indicators and service level standards
• Experience with leading service desk technology solutions for IT and non-IT users (e.g., ConnectWise Manage).

Responsibilities:

• Create, measure, and report on support teams KPI's against defined performance SLAs and proactively lead continuous improvement efforts (in partnership with cross-functional IT stakeholders as appropriate).
• Deploy and promote ITIL best practices.
• Create and Review IT Service Desk training materials and ensure proper training of all team members
• Develop monthly reports on the service desk team’s productivity
• Monitor, mentor, coach, and assist team members in delivering quality support
• Will need to identify processes and procedures to develop faster and less expensive ways for productivity.
• Sets goals and expectations for all daily tasks and projects.
• Extensive Knowledge of Active Directory, DNS, VSphere, M365 Administration, general networking principles, & customer service skills
• Documents system changes through change management, team processes and procedures, and system diagrams.
• Strong attention to detail, along with organizational and time management skills are a must.

Other Details about the Job

• This is a Full-Time position.
• All standard benefits are included such as medical/dental/vision insurance and vacation time.
• We encourage and reward professional certifications
• Salary will be based on experience. A discretionary bonus is given out based on performance. Please send your resume with the expected salary. Applications lacking the expected salary will not be considered.
• You will be placed at our Saddle Brook, NJ office, post-pandemic. Please do not apply if you are not local or are not willing to relocate.

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