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IT Help Desk Supervisor

2 months ago

Hamilton, Ontario, Canada City of New York Full time
Job Summary

We are seeking a highly skilled IT Help Desk Supervisor to lead our team of support professionals in providing efficient resolution of IT issues, optimal service delivery, and effective management of IT assets and incidents.

Key Responsibilities
  1. Team Leadership: Supervise and mentor a team of IT support staff, ensuring high-quality service delivery and timely issue resolution.
  2. IT Service Management: Implement and optimize IT Service Management processes using ServiceNow, with a focus on incident management and asset management.
  3. Enterprise Asset Management: Oversee the enterprise/asset management lifecycle, ensuring accurate tracking, documentation, and optimization of IT resources.
  4. Collaboration and Communication: Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
  5. Technical Expertise: Provide technical expertise and support for complex IT issues, acting as an escalation point for the help desk team.
  6. Process Improvement: Continuously assess and improve ITSM processes, with specific attention to incident and asset management, to align with industry best practices and organizational goals.
  7. Training and Development: Develop and deliver training programs to enhance the technical skills of the help desk team.
  8. Performance Monitoring: Monitor and report on key performance indicators (KPIs) related to incident and asset management, measuring and improving service desk performance.
  9. Documentation: Maintain documentation for IT processes, procedures, and troubleshooting guides related to incident and asset management.
Requirements
  1. Proven experience as an IT Help Desk Supervisor or in a similar leadership role.
  2. Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management.
  3. Hands-on experience with ServiceNow, including customization.
  4. Solid understanding of ITIL framework and its application in a support environment.
Minimum Qualifications
  1. 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; or
  2. An associate 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 six 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; or
  3. A baccalaureate degree from an accredited college, and eight 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;
Preferred Skills
  • Provide support for Windows, Apple, and Android platforms and associated tools and applications.
  • Serve as Direct Supervisor to the team of technical support specialists, including training, coaching, scheduling, and performance management.
  • Implement IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practices to the Service Desk team.
  • Working knowledge of ServiceNow.