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IT Service Desk Supervisor

1 month ago

Westwood, Massachusetts, United States Crocs Full time
Job Title:

Supervisor, IT Service Desk

Job Summary:

The IT Service Desk Supervisor will play a critical role in supporting the day-to-day management of IT operations across the globe. This individual will manage and coordinate work across various sites and locations, manage small-scale operations projects, and ensure timely incident resolution is taking place.

Key Responsibilities:
  • Supervise daily operations of the IT service desk, ensuring a high level of technical support and customer service.
  • Lead, mentor, and develop a team of Technicians, Senior Technicians, and Team Leads, promoting a culture of high performance and continuous improvement.
  • Monitor team performance against service levels and key performance indicators (KPIs), adjusting as necessary to enhance efficiency and effectiveness.
  • Coordinate and oversee the scheduling of IT service desk staff to ensure optimal coverage and responsiveness across multiple shifts and locations, adapting to varying workflow demands.
  • Manage escalation procedures and ensure proper communication channels are maintained between support staff, escalation teams, and stakeholders.
  • Oversee the management of IT service desk tools and technologies to optimize support processes.
  • Engage with business stakeholders to maintain relationships.
  • Develop strategies for service delivery optimization and oversee the implementation of these strategies.
  • Implement and refine IT service desk policies and procedures to improve overall operation and quality of support.
  • Regularly report on IT service desk performance, challenges, and outcomes to senior IT management.
  • Conduct periodic reviews and audits of IT support tickets and responses to ensure compliance with service standards.
  • Develop and implement training programs for new hires and ongoing training for existing staff to enhance their technical skills and customer service capabilities.
  • Encourage professional development of staff through certifications and training opportunities.
Requirements:
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Experience in a supervisory role within an IT service desk or similar team.
  • Strong analytical skills and proficiency in managing to KPIs.
  • Excellent interpersonal and relationship management skills.
What We Offer:

This position is eligible to participate in a company incentive program. This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

Job Category:

Corporate