IT Help Desk Supervisor

2 weeks ago

Hamilton, Ontario, Canada City of New York Full time

About the Role:

The City of New York is seeking a highly skilled IT Help Desk Supervisor to lead our technical support team. As a key member of our IT department, you will be responsible for ensuring the efficient resolution of IT issues, optimal service delivery, and effective management of IT assets and incidents.

Key Responsibilities:

  • Supervise and mentor a team of IT support staff to ensure high-quality service delivery and timely issue resolution.
  • Implement and optimize IT Service Management processes using ServiceNow, with a focus on incident management and asset management.
  • Oversee the enterprise/asset management lifecycle, ensuring accurate tracking, documentation, and optimization of IT resources.
  • Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
  • Provide technical expertise and support for complex IT issues, acting as an escalation point for the help desk team.
  • Continuously assess and improve ITSM processes, with specific attention to incident and asset management, to align with industry best practices and organizational goals.
  • Develop and deliver training programs to enhance the technical skills of the help desk team.
  • Monitor and report on key performance indicators (KPIs) related to incident and asset management, measuring and improving service desk performance.
  • Maintain documentation for IT processes, procedures, and troubleshooting guides related to incident and asset management.

Requirements:

  • Proven experience as an IT Help Desk Supervisor or in a similar leadership role.
  • Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management.
  • Hands-on experience with ServiceNow, including customization.
  • Solid understanding of ITIL framework and its application in a support environment.
  • A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and four years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • The chance to make a meaningful contribution to the City of New York's mission.

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