Service Desk Supervisor

Summary

The Service Desk Supervisor’s role is to oversee all Service Desk 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 monitoring, tracking and coordination of Service Desk functions. The Service Desk Supervisor is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.

The individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Supervisor will also handle staffing capacity planning, service process design, performance analysis, and develop proactive resolution plans, and contribute to escalated problem resolution by giving in‑person, hands‑on support to end users when necessary.

• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and time frames.
• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future problems.
• Plan and conduct performance appraisals of Service Desk staff and administer disciplinary action when necessary.

• Prepare budget proposals and operational expenditure statements.
• Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Ensure appropriate training initiatives for new and existing staff.
• Purchasing, deployment, and IT asset tracking tasks.

• Manage the processing of incoming calls to the Service Desk via both telephone 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 Help Desk requests and generate statistical reports.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• 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 end users.
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Oversee the development, implementation and administration of service desk staff training procedures and policies.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Manage the overall desk 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.

• Four‑year college diploma or university degree in Computer Science or a related field, and/or 4 years equivalent work experience.
• Certification in ITIL preferred but not required.
• Other industry certifications such as A+, Network+, Cisco, and Microsoft preferred but not required.
• Extensive application support experience with Microsoft Office products.
• Extensive knowledge of computer hardware and printers.
• Experience with desktop and server operating systems.
• Familiarity with the advanced principles of ITIL.
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Demonstrated progressive experience in the management of a technical support team.
• Working knowledge of network and PC operating systems.
• Knowledge of network hardware, protocols, and standards.
• Excellent understanding of the organization’s goals and…