Job Description

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 medium-to-large MSP 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 PSA).
• Technical aptitude to learn and understand IT related processes, systems, and services.
• Strong attention to detail, along with organizational and time management skills, are a must .

Responsibilities:

• Create, measure and report on support team’s KPIs against defined SLAs and proactively leads continuous improvement efforts (in partnership with cross-functional IT stakeholders as appropriate).
• Develop monthly reports on service desk team’s productivity.
• Deploy and promote ITIL best practices.
• Create and reviews IT Service Desk training materials and ensure proper training of all team members.
• Monitor, mentor, and coach team members to deliver quality support.
• Set goals and expectations for all team members.
• Handle client escalations and VIP client requests.
• Provide procedural guidance to service desk members.
• Review, understand, and improve existing customer processes eliminating gaps or inefficiencies.

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. Please send your resume with the expected salary. Applications lacking expected salary will not be considered.
• You will be placed at our Fair Lawn, NJ office . Please do not apply if you are not local or are not willing to relocate.

Job Tags

Full time, Local area, Relocation,

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