DEPARTMENT: Information Technology
REPORTS TO: Manager of Applications & User Support
CLASSIFICATION: Exempt
SUPERVISES: Service Desk Analysts, Desktop Analysts, Hardware Technicians
PURPOSE
The Service Desk Supervisor performs tasks related to the daily management of the Service Desk. Required duties include:
- Managing all day-to-day Service Desk operations ensuring stated Service Level Agreements are met.
- Reviewing Service Desk operations and recommending process, scheduling or training enhancements.
- Managing the overall quality of support and ensuring a consistent, effective customer experience.
- Communicates and reports on trends, volume and service execution through regularly defined metrics.
- Ensures Service Desk Analysts have the knowledge and training they need to meet service requirements.
- Provides input into the larger Technology Budget and manages overall spend for the Service Desk.
- Manage and monitor outsourced vendors performance relating to Service Desk activities.
GENERAL RESPONSIBILITIES
The Service Desk Supervisor reports to the Manager of Applications & User Support and will work with them in the following areas of general responsibility:
Customer Satisfaction – Ensure the Service Desk maintains the highest level of customer satisfaction by resolving all tangible problems and concerns in a professional, courteous and expedited manner. Reviews unique and unusual situations and communicates regularly with customers.
Team Supervision and Leadership - Leads the Service Desk team in escalation, coaching, monitoring call volume, supervision and incident management. Promotes a productive, motivating, and harmonious team environment and encourages a growth mindset. Mentors and advises team members on technical and best-practice issues. Provides team members with continual performance feedback as called for by the Firm. Builds and maintains team schedule and on-call calendar. Responsible for interviewing prospective candidates and working to retain and promote top talent. Manages budget forecasts and overall annual spend for the team.
Incident/Service Request Management - The following tasks are essential to the overall Service Desk function:
- Act as the process owner for Incident and Service Requests; Partner with ITSM resources to identify process efficiencies and enhance services.
- Ensures all Incident and Service Requests comply with stated SLA response/resolve times and regularly monitors for aging or stale requests.
- Works with Business and Technology Stakeholders for regular feedback and input.
- Participates in and represents Service Desk in all ITSM related efforts (Incident, Problem, Change).
- Works with technology teams to ensure escalations and knowledge capture are consistent and aid in issue resolution.
- Monitors Service Desk call activity to ensure efficient service delivery and assist with calls during peak times.
- Schedules resident staff for On-Call and After-Hours coverage, as well as manages outsourced overflow Service Desk facility.
Metrics and Reporting - Responsible for reporting on all Service Desk KPIs. Develops process for regular metric analysis and reporting. Reviews performance metrics with leadership and stakeholders. Makes recommendations for performance improvement based on metric data.
Process Improvement – Regularly reviews Service Desk processes and works to streamline and automate where applicable. Seeks to expand overall services provided to users and looks for opportunities to shift routine work from other technology teams to the Service Desk when possible. Responsible for the IT Service Management (ITSM) tools, including implementation and automation of service and support processes.
Knowledge Management - Ensures that knowledge is captured in the appropriate context, is accurate and published timely for use within the Service Desk and other operational teams with a focus on improving service delivery to customers. Coaches Service Desk Analysts on the knowledge management workflow. Works with second and third level teams and facilitates appropriate knowledge capture and training.
JOB REQUIREMENTS
- Minimum of a four-year degree or comparable education and work experience. Additional training in computer software or operations is highly desirable, as are relevant vendor certifications.
- Minimum of 4 years’ experience with personal computer applications including setup, maintenance, and troubleshooting. Specifically, with Microsoft Windows and Microsoft M365 product suite (Word, Excel, PowerPoint, Outlook). Also desirable is experience with document management systems, full-text retrieval software, Incident tracking tools.
- Two or more years’ experience as a team lead, supervisor or manager in a Service Desk environment is required.
- ITIL Foundations 4 and additional ITIL certifications preferred.
- Proficiency with remote control tools.
- Minimum of one year experience in legal technology within a law firm preferred.
ADDITIONAL REQUIREMENTS
- Strong organization and management skills. Ability to prioritize and delegate projects and tasks.
- Ability to effectively supervise, train and motivate staff.
- Strong sense of urgency and professional dedication.
- Excellent interpersonal, verbal and written communication skills, including the ability to communicate effectively in a virtual environment (e.g., via phone and videoconference).
- Ability to concentrate on tasks, make decisions and work calmly and effectively in a high- pressure, deadline-orientated environment.
- Willingness to be flexible with time and adjust to a changing work environment.
- Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation.
- Ability to use sound judgment and discretion in dealing with highly confidential information.
- Ability to maintain regular attendance and work regularly scheduled hours.
- Ability to take direction and accept supervision.
- Demonstrate ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations.
- Ability to work effectively with co-workers in a team-oriented, collaborative environment.
Disclaimer: Seward & Kissel is an Equal Opportunity Employer: Seward & Kissel LLP does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
