IT Help Desk Supervisor

2 weeks ago


New York, New York, United States City of New York Full time
Job Title: IT Help Desk Supervisor

The City of New York is seeking a highly skilled IT Help Desk Supervisor to lead a team of support professionals in ensuring efficient resolution of IT issues, optimal service delivery, and effective management of IT assets and incidents.

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.
  • Excellent communication and interpersonal skills with the ability to work collaboratively across departments.
  • Solid understanding of ITIL framework and its application in a support environment. ITIL Certification is a plus.
  • Demonstrated ability to lead and motivate a team, fostering a positive and collaborative work environment.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic.


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