Service Desk Supervisor

At Ocean First Bank, each one of our employees plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. We recognize that our employees are essential to our success, making Ocean First a great place to work and do business.

Great benefits include:

• on-site fitness facility at Red Bank and Toms River headquarter offices
• employee perks & discount programs
• tuition assistance
• incentive compensation program
• professional development opportunities
• and more!

The Service Desk Supervisor role is to lead daily delivery of in-house technical support so that the end users can accomplish business tasks. Provide guidance and serve as a point of escalation to Service Desk activities. Serves as backup support to IT Service Delivery Manager.

• Supervise and guide the day-to-day Service Desk activities. Ensure optimal in-house technical service delivery.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Test fixes to ensure problem has been adequately resolved. Document processes and procedures for efficient operations.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.
• Serve as point of escalation for urgent issues, complex questions and problems. Support the troubleshoot process and research of complex inquiries.
• Assists in providing training and coaching for development of new and existing support analysts. Ensures necessary training and tools are provided.
• Ensures a high level of professionalism and customer service is delivered by analyst staff.
• Assist in providing Level I Support (phones) when request volumes are high or as needed. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Escalate problems (when required) to the IT Service Delivery Manager.
• Assist with coordinating appropriate resource allocation to provide coverage for extended hours and weekend shifts to ensure all business needs are effectively met.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform post-resolution follow ups with IT Support Analysts as required.
• Oversee the development of help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Work on-call emergencies and travels throughout company footprint as required.
• Assists in providing guidance, leadership and expertise to staff. Ensure timely and meaningful performance management is administered to all team members.