The Technical support supervisor will lead a team of Service Desk Analysts and systems administrators to ensure the smooth and efficient operation of the service desk and will report to the Head of IT.
Responsibilities
- Team Leadership: Supervise, mentor, coach and regularly appraise a team of Service Desk Analysts and system administrators.
- Operational Efficiency: Oversee the operational efficiency and quality of the team’s incident response, including their day-to-day administration, Service Level Agreement (SLA) Compliance and user communication.
- Time Management: Developing the team’s work and leave schedules
- Documentation and Knowledge Management: Maintain a knowledge base with solutions to common issues and best practices. Ensure that Service Desk Analysts contribute to and utilize the knowledge base effectively.
- Reporting and Analytics: Generate reports on service desk performance, including ticket volumes, resolution times, and user satisfaction. Analyze data to identify trends and opportunities for improvement.
- Vendor and Supplier Management: Manage relationships with IT vendors and service providers related to tools and technologies used within NMG.
- Continuous Improvement: Identify areas for process improvement and efficiency gains within the service desk. Implement improvements and best practices to enhance service delivery.
Qualifications
- Degree in Information Technology, Computer Science, or a related field
- 2+ years supervisory experience
- Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
- Microsoft Certification (MCSE or MCITP)
- ITIL or ITSM Certification.
- Proficiency in using service desk software and ticketing systems.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset and the ability to use data for decision-making.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Customer-focused with a commitment to providing exceptional service.