IT Help Desk Supervisor

Excel Talent Solutions

Supervisor to lead creation of new ITIL-related processes and procedures. Hands-on and oversee IT Help Desk functions and increase response times.

  • IT Service Desk Supervisor or Management experience
  • ITIL process knowledge
  • Strong presence and customer service mindset
Our client is a well known non-profit organization headquartered in Chicago. In IT, this organization is investing heavily in strengthening the IT and Business support model.   To improve service delivery to the business, they are seeking a Help Desk Supervisor to lead an evolving team for support professionals.  This individual will manage operational activities including staff management, day-to-day planning, measuring and executing of IT support center services and end user support. Develop ITSM processes, establishing best practices, provide guidance and oversight management of key service processes in partnership with IT leadership. Manage the end user computing (EUC) environment including defining hardware and software standards, maintaining standards and ensuring all end user systems are kept at current patching and support levels. This position is hands-on management role responsible for the operational direction and management of the support desk services delivery team including recruitment, development, evaluation of the team.
  • Provide overall direction of the IT support desk, management for day-to-day support desk planning and operations, measuring service quality and adherence to established service level agreements
  • Define staffing plan for day-today operations of IT support desk; provide overall capacity planning for support desk operations to ensure service desk hours are appropriately staffed and maintained
  • Ensure services desk operators are trained in standard processes and understand and adhere to SLA’s standards, and policies
  • Define Level 1 and Level 2 & 3 support operations & processes; manage prioritization of user incidents and service requests; Define and mange priority incident escalation procedures
  • Responsible for design, development, and implementation ITSM service management process and best practice service delivery operation
  • Develops standard service management processes (IM, CM, PM), create and maintain related documentation, defining and communicate service process improvement opportunities, and communicating processes to applicable stakeholders
  • Publishes daily/weekly/monthly statistics and dashboards are compiled and continually updated to show the health of ITIL processes and level of customer service support
  • Develop actionable plans, including the definition of a new and/or improvement of existing processes and automation. This includes detailed tactical steps to drive the changes desired with clearly defined success criteria
  • Provide overall management of Change Advisory Board (CAB) to ensure all changes in client services, infrastructure service, Dev Ops and Security services are documented and follow established procedures and guidelines
  • Manage End User Computing (EUC) environment; develop standards and guidelines and policies to ensure best practice support for end user computing environment
  • Create overall strategic plan for end user computing environment including technical architecture, technical standards and emerging architecture adoption
  • Define and manage hardware life cycle management practices and procedures; create workplace roadmap strategy and review new technical standards and requirements
  • Establish end user computing hardening standards and best practice patching and maintenance plan; create & operate standard workplace maintenance and patching schedule
What they are seeking:
  • BS or BA degree in computer science or related field, or equivalent experience, is required
  • 5-7 years previous Management of IT Support Desk and/or workplace support services and operations
  • Demonstrated depth and breadth in IT Service Management functions, including but not limited to Incident Management, Problem Management, Knowledge Management, Service Requests and Outage Response/Resolution
  • Experience with establishing and driving ITIL processes and creating standard support Service Level Agreements (SLA); Experience with the ServiceNow platform for IT Service Management and Performance Analytics
  • Hands-on technical experience supporting Windows desktops/laptops, MAC and MS Office 365 end user computing environment,
  • Certification in Information Technology Infrastructure Library (ITIL); Preferred ITIL Practitioner or ITIL Intermediate
  • Excellent written and verbal skills, able to communicate with all levels of management; ability to translate technical designs and plans from business requirements
  • Demonstrated fiscal responsibility/accountability to manage overall department budget (operational and capital)