Service Desk Supervisor

  • National General Insurance
  • Atlanta, GA, United States

Job Description

Primary Purpose:

Coach and mentor all staff, track all information in the ITSM call tracking system, manage a knowledgebase tool and ensure the staff is continuously updating applicable documentation, as well as ensure the Service Desk staff is resolving / escalating all inbound incidents and services requests in a timely fashion. Track daily KPIs in order to measure the effectiveness and efficiency of the staff. Identify opportunities for improvement, and uses data to recommend changes to the management team. Fields escalations in a timely manner and ensures the Level II and III teams are handling them in accordance with all SLAs.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Develop and oversee weekly shifts and on-call schedules, ensuring uninterrupted support coverage
  • Facilitate regular team meetings
  • Comply with standard processes and procedures documentation
  • Maintain strong customer service focus to successfully interact with end-users and peer teams
  • Rely on extensive experience and judgment to plan and accomplish goals
  • Interact closely with customers to understand their needs and / or requirements
  • Ensure staff is resolving tickets within agreed upon SLAs related to operations and end-user requests
  • Able to effectively supervise geographically dispersed teams to achieve results
  • Seek to develop self and skills needed to be prepared for future opportunities consistently
  • Use data to identify incident trends, and work with Tier II and III teams to identify and implement long term solutions
  • Provide training and coaching to less experienced team members
  • Participate in projects
  • Make complex ideas or situations clear, simple, and/or understandable
  • Process escalated tickets and investigate issues
  • Focus on thought leadership and mentor team members in all team processes
  • Participate in audits as
  • Develop and document policies and procedures to implement team practices
  • Facilitate projects or required in support of the team
  • Participate in system or application triage with support teams or vendors
  • Prepare and track team metrics
  • Lead and direct the work of others
  • Provide daily team activity KPI metrics to leadership
  • Drive toward the achievement of business results in a manner that focuses on profit, and service
  • Apply knowledge of IT industry and key external environment changes (e.g. market trends, technology, global factors) to advise customers and provide forward thinking solutions
  • Ensure all business impacting incidents are fully documented and properly escalated to the applicable support teams
  • Follow up on unresolved ticket status on behalf of the customer
  • Exhibit strong remediation skills
  • Participate in triage calls during service disruptions
  • Ensure that staffing and skill levels are maintained throughout the team
  • Ensure the team is adhering to all service management principles and processes

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • 5+ years of leadership experience in an IT services support capacity
  • High degree of initiative, mature judgment, and discretion
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Must possess effective verbal and written communication skills
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Ability to solve complex problems
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

  • Bachelor Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience
  • Active Directory knowledge
  • CompTIA IT Certifications
  • Ability to communicate technical topics and concepts
  • ITIL Service Management experience



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