The Supervisor of Information Technology for the Solution Center’s primary role is to ensure the operations of the Solution Center are in alignment with the business and support objectives of the IT Services Department, as well as, the organization. This individual is responsible for providing leadership and supervision to the analysts. The Solution Center Supervisor will work closely with Co-Supervisors to plan, coordinate and direct the Solution Center activities outlined below:
Defining and implementing policies, procedures and standards based on ITIL and HDI best practices
Ensuring the level of support is effective, high quality and timely
Measuring and monitoring service level agreements
Identifying, recommending and implementing process improvements and cost efficiencies
DUTIES AND RESPONSIBILITIES
People Leadership
Ability to inspire, motivate and lead team members
Manage and supervise the daily activities of the Solution Center team members in regards to:
o Training – Ensure appropriate training of team, including best practices, technical solutions, and introduction of new systems, procedures and policies. Educate team in recognizing, identifying, isolating and resolving problems with information systems products and services.
o Coaching - Prepare timely and accurate performance evaluations; monitor incidents to observe employee demeanor, customer service and technical skills and the quality of the resolution. Analyze performance of analyst; identify problem areas; devise and deliver solutions to enhance quality of service and to prevent future problems. Administer disciplinary action, raises, bonuses and promotions when necessary. Provide immediate feedback on employee performance as necessary.
o Organizing / Staffing - Manages all activities related to the staffing and operation of an information systems service desk
Act as a liaison with cross-functional IT Services team for continuous improvement – monitor overall success and satisfaction with customers
Act as an escalation point for issues identify in the Solution Center
Reporting
Proficient in call center reporting, metrics and industry service level standards
Accountable for managing all elements of associated service delivery and SLAs
o Proven track record of developing, monitoring / measuring and analyzing Service Level Agreements and deliverables
o Track, report and analyze incident trends – generate necessary statistical reports of trends – provide appropriate recommendations or conclusions and areas for improvement.
Develops individual metrics necessary to measure and drive the success of customer service and works with Co-Supervisors and Regional Lead to ensure that customer service efforts align with corporate goals and objectives.
Process Improvements / Cost Efficiencies
Implement self-service solutions
Evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user.
Supervisory Skills
Exceptional supervisory skills in regards to
o Written and Oral Communication
o Interpersonal Savvy
o Listening and Questioning
o Organization
o Dealing with Ambiguity
o Conflict Management
o Informing
o Personal Learning
o Problem Solving
o Computer and Analytical
o Customer Service
o Financial Management
o Relationship management
o Performance management
ITIL / HDI Best Practices
Understands and communicates processes and projects involving requests for change, change scheduling and coordination and impact assessment
Conducts research on emerging products, services, protocols and standards in support of help desk technology procurement and development efforts
Researches best practices to ensure alignment with ITIL and HDI
REQUIREMENTS AND EXPERIENCE:
Bachelors degree in Information Science, Computer Science or other relevant combination of training and experience
Demonstrated progressive experience in the management of a technical support team
o 5+ years help desk experience
o 3+ years experience managing Helpdesk with more than 15 analysts
Exceptional knowledge of computer hardware including desktop PCS, laptops and mobile devices
Preference given to candidates who have: Help Desk Institute of America Support Center Manager certification and/or Information Technology Infrastructure Library (ITIL) certification
o HDI Certified or working knowledge of HDI
o ITIL Certified or working knowledge of ITIL
Experience with Helpdesk software
Proven experience working in a time sensitive environment
Ability to multi-task and manage competing priorities with little direction
