Job Id #30067: Supervisor, Service Desk
2 weeks ago
Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- **Job ID #30067**:Supervisor, Service Desk**:
- **Union**: Non-Union
- **Job Description ID #**:3800
**SUMMARY OF DUTIES**
Reporting to the Manager, IT Operations, the Supervisor, Service Desk provides leadership, direction and supervision to Service Desk staff, and directs and monitors their output and overall performance results. The Supervisor, Service Desk reports service level status and coordinates incident and problem resolution requiring escalation. This role is responsible for ensuring the timely process through which service requests and incidents are controlled, escalated, and resolved. This includes service request/incident logging, recognition, research, escalation, resolution, tracking and collection of client feedback. Manages IT Service Management (ITSM) processes, and associated documentation.
The Supervisor, Service Desk monitors daily operations of the Service Desk to ensure effective and efficient operations; the quality of services delivered, and solicits feedback from our corporate business stakeholders, and continuously reviews processes to improvement opportunities for incident control, escalation and resolution processes. The Supervisor, Service Desk may be assigned as project lead or member on one or more medium to large, complex projects that require knowledge or insight on multiple business and/or technology areas. The Supervisor also provides coaching to other IT resources.
**GENERAL DUTIES**
- Negotiates / defines customer service levels and service agreements/commitments in collaboration with the Manager, IT Operations to manage the Service Desk operation.
- Schedules and assigns work to Service Desk staff to maintain required service levels based on priorities and severity.
- Provides direction, leadership and day to day management to a contingent of Service Desk staff including daily supervision, scheduling, skills development and disciplinary actions.
- Track and analyze trends in Service Desk requests and statistical reports.
- Defines, develops and revises processes to identify, track, escalate, resolve and report customer service requests and incidents.
- Collaborates with IT Management and business leaders to define standards and measures for quality and customer satisfaction requirements. Engage in Change Management and Project Management processes.
- Establishes and maintains regular written and in-person communications with the organization’s stakeholders, department heads, and end users regarding IT support/service desk activities. Executes the role of IT liaison to all City departments.
- Guides the provision of Tier 1 and Tier 2 software and hardware support including provision of technical advice, guidance and informal training to clients using hardware and software programs.
- Monitors budgetary accounts in accordance with established corporate policies and procedures. Manages day to day financial commitments of running the section.
- Collaboratively develops section goals, work plans and objectives by participating in strategic planning sessions.
- Acts on behalf of Manager in his/her absence as required.
- Oversees and coordinates activities related to the reviewing, diagnosing and resolving client hardware and software issues including updates knowledge articles and to the associated ticket for resolution. Resolutions may require machine re-imaging, re-installation of software, virus removal, installation of operating system updates and patches, hardware component replacement (memory, hard drive, network/video/sound cards) and/or end user training.
- Performs industry analysis necessary to determine best practices and define / select processes and tools that determine the corporate direction for Information Technology for the next 1 - 5 years.
- Identifies opportunities for corporate and departmental efficiencies and improvement through business process reengineering.
- Coordinates activities related to completion of root cause analysis, developments of checklists for typical incidents and recommends procedures and controls for incident prevention to IT Management.
- Initiates the review and analysis of support tickets to identify possible cause and effect relationships between multiple issues and/or hardware/software configurations. Develops and reports recommendations based on findings.
- Oversees the definition and development of Corporate wide PC/Laptop and ass
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