Service Desk/Desktop Supervisor Job Description

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CHARACTERISTICS OF THE CLASS

The Service Desk/Desktop Supervisor’s role is to oversee all Service Desk and Desktop staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk and Desktop functions. The Service Desk/Desktop Supervisor is also responsible for planning, designing, and analyzing the organization’s service desk and desktop services according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk/Desktop Supervisor is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk/Desktop Supervisor will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.  The Service Desk/Desktop Supervisor reports to the Information Technology Manager.

A.    ESSENTIAL FUNCTIONS include the following. Other duties may be assigned.

Service Strategy & Planning

•    Implement Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes in coordination with representatives from each functional department.
•    Implement policies and procedures that outline how problems are identified, documented, assigned and corrected in coordination with representatives from each functional department.
•    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.
•    Plan and conduct performance appraisals of Service Desk and Desktop staff, provide proper recognition for achievement, and administer disciplinary action when necessary.

Service Design

•    Participate in service design sessions to ensure that new services and major changes to services are communicated well to the customers and that all the necessary support functions are considered in the design to ensure the services can be properly operated within the agreed SLA metrics.

Service Transition & Deployment

•    Communicate with vendors to oversee RemedyForce installation and resolve adaptation issues.
•    Ensure appropriate training initiatives for new and existing staff.
•    Install, deploy, and configure service desk tools like RemedyForce.

Service Operations and Technical Management

•    Manage the processing of incoming calls to the Service Desk via telephone, web portal, and e-mail to ensure courteous, timely and effective resolution of end user issues.
•    Develop and enforce request handling and escalation policies and procedures.
•    Track and analyze trends in Service Desk requests and generate statistical reports.
•    Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
•    Oversee development and communication of help sheets, usage guides and FAQs for service desk agents and end users.
•    Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk and Desktop issues and technologies.
•    Train, coach and mentor Service Desk and Desktop Technicians and other junior staff.
•    Manage the overall service desk and desktop activities and staff.
•    Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
•    Attend Change Advisor Board (CAB) meetings.
•    Monitor incident trends and anticipate potential problems for proactive resolution.
•    Manage and provide regular reports on the status and location of IT assets.

Continuous Service Improvement

•    Continually monitor and evaluate customer service processes and make the necessary changes to improve customer service quality and timeliness.

Process Execution:

The Service Desk Supervisor will perform and oversee responsibilities by following ITIL practices listed below:
•    Incident Management    •    Request Fulfillment
•    Problem Management    •    Change Management

Executing the above practices include: (1) becoming proficient (2) complying with the established procedures; (3) achieving performance targets; (4) identifying, recommending, and implementing approved improvements; (5) improving process cycles times, throughput, and reducing costs.

Interface Responsibility:
•    Interface with vendors and associations for new technology, standards, and vendor technical assistance.
•    Interface with team members, shared services applications, and customers on requirements and acceptance of service changes.
•    Interface with business unit IT personal for business, customer, and user requirements.
•    Interface with users for problem identification and resolution.
•    Interface with network engineers, system administrators, and shared services application developers for ITIL process and functional execution and incident and service request escalation.
•    Interface with incident management teams to capture problem identification information.

Performance Objectives:

•    Provide first level support to “Return to Service” and “Service Requests” in accordance to performance SLAs.
•    Provide assistance with Incident Management, Change Management, and Problem Management to improve the all infrastructure services in accordance to performance SLAs.

Supervisory Responsibilities

Supervise one service desk agent and three desktop technicians.

REQUIREMENTS

A.    TRAINING AND EXPERIENCE

Bachelor's degree (B. S.) from four-year college or university; or  six to eight years’ related experience and/or training; or equivalent combination of education and experience.  ITIL v3 Foundations Certified

B.    KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of leadership and supervisory techniques and responsibilities.

Knowledge of operating characteristics, capabilities, and limitations of computer equipment and peripherals.

Knowledge of network analysis and design procedures and techniques.

Knowledge of customer service techniques in handling difficult customers.

Knowledge of research techniques, methods, and procedures

LANGUAGE SKILLS (English)

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Ability to deal tactfully with deadlines, interruptions, and users.

PHYSICAL DEMANDS 

Ability to lift 35lbs. Ability to bend, stoop, kneel, and squat. Ability to work in confined spaces.

WORK ENVIRONMENT

Normal office environment and work in communications closets and normal data center environment.

C.      PHYSICAL AND MENTAL REQUIREMENTS

Ability to read and comprehend technical manuals.

Ability to work in heat, cold, around noise, and other undesirable environmental conditions.

Ability to hear and comprehend conversation spoken in various tones of voice at various speeds.

Ability to see, write quickly, speak and comprehend conversation and symbols in English.

Ability to read fine print on computer paper, computer equipment, and see lights on equipment.

Ability to use hands, wrists, and fingers to write and type.

Ability to lift weights not to exceed fifty (20) lbs., and carry for distances not to exceed twenty (20) yards items that may seem awkward.

Ability to bend, stoop, kneel, and squat.

Ability to work regularly scheduled and unscheduled overtime hours.

Ability to work in confined spaces.

Ability to deal tactfully with deadlines, interruptions, and users.


THIS JOB DESCRIPTION IS NOT INTENDED TO BE AND SHOULD NOT BE CONSTRUED AS AN ALL-INCLUSIVE LIST OF THE RESPONSIBILITIES, SKILLS OR WORKING CONDITIONS ASSOCIATED WITH THE POSITION. WHILE IT IS INTENDED TO ACCURATELY REFLECT THE POSITION, ACTIVITIES, AND REQUIREMENTS, MANAGEMENT RESERVES THE RIGHT TO MODIFY, ADD OR REMOVE DUTIES AND ASSIGN OTHER DUTIES AS NECESSARY. THIS JOB DESCRIPTION DOES CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT.

Revision Date - 4/2016