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IT Service Desk Supervisor in Thornton, CO at SNI Technology

Date Posted: 3/16/2020

Job Snapshot

Job Description

SNI Technology's client is immediately seeking to hire an IT Service Desk Supervisor for an exciting contract-to-hire opportunity located in Thornton, CO!

IT Service Desk Supervisor

SNI Technology's client is seeking to hire an IT Service Desk Supervisor on a contract-to-hire basis to help lead a small, but mighty Service Desk team of 3. The IT Service Desk Supervisor will be responsible for achieving high-quality Service Desk operations, resulting in exemplary customer satisfaction levels as evidenced by customer survey scores, overall ticket resolution timeframes, and related metrics.

Proactively prepares for, monitors, and manages peak call volumes. Iteratively improves customer service standards at the Service Desk through evolution of procedures, training, benchmarking, monitoring workload and research. Provides email and verbal communications on behalf of the IT Department related to service windows and interruptions, support, and new enhancements. Provides guidance to IT management in order to facilitate appropriate action relative to ticket escalation, customer relationship management, and systems interruption management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

1. Serve as hiring manager for permanent and contract staff. Supervise, evaluate, and coach permanent Service Desk employees and contract staff. Monitor and adjust as needed the workloads for the Service Desk team. Provide extensive training for newly hired contract and temporary staff. Provide mentoring to direct reports around employee performance, workload management, processes, procedures and customer service best-practices. Write and deliver annual performance reviews, and use this tool to set annual goals for Service Desk team.

2. Collaborate with IT colleagues such as Project Managers, Client Engagement Managers, Application Analysts, System Administrators and Programmers to test the functionality of software releases, hardware upgrades and new products, and to gain advanced knowledge of upcoming releases. Manages the IT Change Authority Board (CAB) by staying intimately engaged with department plans around pending change management, project milestones, go-live events, and other events that are likely to produce a support burden for the IT department.

3. Responsible for ensuring that the data entry and online student check-in applications for all district households are completed in a timely and accurate manner. This includes collaborating with school registrars to implement and iteratively improve processes for receiving and processing the household data entry for all schools, in addition to hiring and training contract staff to address peak volume times.

4. Serve as System Administrator for the ITSM system and database. Design and implement ITSM customizations and collaborate with technical resources to maintain data structures and data quality based on vendor training and deep system knowledge. Perform system backups and updates as necessary. Provide training and support to departments outside of IT that utilize the ITSM system. Act as junior level administrator for the district's office productivity suite, and provide Level II and Level III support for office productivity suite and Identity Management tools.

5. Compile, document, track, report and monitor all IT systems and services as reported through the ITSM system, identifying potential system interruptions or severe system downtime on key IT infrastructure and enterprise system assets. Prepare weekly and monthly ticket trending, call status, and root cause analysis reports, analyzing data for performance anomalies.

6. Provide the creation and delivery of appropriate messaging regarding system interruptions, service windows, support, and new enhancements and /or programs in collaboration with IT management. Communicate with customers regarding call status and customer satisfaction regarding the level of open and closed calls. Track and coordinate the aging of open calls in the system with a variety of team leads across workgroups.

7. Order parts, equipment, software and supplies through warranty or purchase order agreements as needed, and in coordination with various workgroups. Process transfers and expenditures of invoices in the district financial or purchasing card system. Review purchase card transactions from a variety of sources; reconcile and prepare proper documents and report such data to department management and financial services function.

8. Process and validate employee time and attendance data into HR system, and submit related reports to IT management. Maintain strict confidentiality of all data in this regard.

9. Perform other job related duties as assigned

EDUCATION AND RELATED WORK EXPERIENCE:

  • Bachelor's degree in computer science, business administration or related field. Four (4) additional years of similar and relevant experience may be substituted for this requirement.
  • Minimum of three (3) years of help desk/service desk experience required. Experience as a team lead and/or in a school district preferred.
  • Supervisory experience preferred

LICENSES, REGISTRATIONS or CERTIFICATIONS:

  • Criminal background check required for hire.
  • HEAT Administration I & II preferred; required within 3 months after entering position.
  • Crystal Reports Certification preferred; required within 3 months after entering position.
  • Must successfully complete district training for supervision of Classified staff within 1 year of entering position.