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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 and experienced IT Help Desk Supervisor to join our team at the City of New York. As a key member of our IT department, you will be responsible for leading a team of technical support specialists and ensuring the efficient resolution of IT issues.

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.
Requirements
  1. Leadership Experience: Proven experience as an IT Help Desk Supervisor or in a similar leadership role.
  2. IT Service Management Expertise: Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management.
  3. ServiceNow Experience: Hands-on experience with ServiceNow, including customization.
  4. Communication and Interpersonal Skills: Excellent communication and interpersonal skills with the ability to work collaboratively across departments.
  5. ITIL Framework: Solid understanding of ITIL framework and its application in a support environment. ITIL Certification is a plus.
  6. Team Leadership: Demonstrated ability to lead and motivate a team, fostering a positive and collaborative work environment.
Minimum Qualifications
  1. Education: 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.
  2. Experience: 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.
Preferred Skills
  • Technical Support: Provide support for Windows, Apple, and Android platforms and associated tools and applications.
  • Team Supervision: Serve as Direct Supervisor to the team of technical support specialists, including training, coaching, scheduling, and performance management.
  • Professional Development: Identify professional development needs to stay current and advance the team's skills and knowledge individually and collectively.
  • IT Service Management: Implement IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practices to the Service Desk team.
  • ServiceNow Knowledge: Working knowledge of ServiceNow.
  • Communication Skills: Excellent written and verbal communication skills.
  • Problem-Solving: Ability to multitask and perform in a high-paced/high-pressure environment.
  • Collaboration: Ability to work independently or within a group to solve complex problems.
  • Communication: Ability to communicate with different levels of the organization.
  • Teamwork: Strong team player with a service-oriented attitude and customer focus.