Service Desk Supervisor

SALARY SCALE: €56,411 - €67,653 p.a.

JOB DESCRIPTION

JOB SYNOPSIS:

Responsible for managing the ITD Service Desk which is the first point of contact for all staff, student and visitors’ queries.

OVERALL JOB PURPOSE:

Reporting to the Head of Service Delivery, you will manage the Service Desk team who provide support to staff and students. You will be responsible for the daily management and improvement of a customer-focused IT Service Desk function. The Service Desk Supervisor will track key performance indicators in alignment with business objectives and goals. You will also provide leadership and drive team duties, including remote troubleshooting, documentation of customer interactions, and processing customer requests, to completion.

Some of the main high-level objectives of the role will be to:

• Overall responsibility for incident management and request fulfilment for the Service Desk including handling escalations from the business.

• Managing and co-ordinating the day-to-day activities of the Service Desk and prioritise teamwork load dependent on volumes and resource.

• Produce reports, dashboards and management information relating to performance of the Service Desk and related services/processes and identifying themes and trends.

• Manage, recruit, lead, motivate and develop staff in accordance with UL policies and procedures

• Building and strengthening an effective relationship between the different groups within ITD to drive service improvements and effective resolution to queries

• Drive best practice in line with ITIL processes and ensure that UL ITD delivers world class service.

• Maintain strong relationships with stakeholders across the business ensuring that their needs and expectations are understood and managed.

• Review status of open tickets daily to ensure that internal and external operational level agreements are met with clients; assign and/or escalate tickets as appropriate.

• Review closed tickets to look for trends in customer requests; if trends are observed bring to the attention of management with the objective of assessing if a strategic project or change in the customer environment can reduce ticket volume.

• Ensure the smooth running of all ITD Managed PC Rooms for students in accordance with established procedures and standards and that PCs are operational with installed software and that printers are available and fully functional.

• Prepare and deliver presentations to specific groups of new students.

• Provide professional front line support to our student customers and other key stakeholders.

• Ensure user queries to the Service Desk (electronically and in-person) are satisfactorily dealt with in a timely and professional manner.

• Provide updated information via user documentation and relevant web sites.

• Facilitate lecturers with additional day bookings, facilitate both internal and external groups with evening, weekend and summer bookings and make available guest accounts when required.

KEY ACCOUNTABILITIES:

People Management

• Manage the Service Desk team including the recruitment of part-time students and Coop Students.

• Leads the Service Desk team in the management of service incidents and service requests.

• Act as a Liaison between Head of Service Delivery and Service Desk Analysts.

Service and Process Management

• Working with the Head of Service Delivery to manage day-to-day operations of the ITD Service Desk in line with university objectives.

• Responsible for process improvements and enforcement.

• Serve as an operational escalation point for Service Desk Analysts.

• Be a knowledge management leader and promote the use of KB articles.

• Maintain accurate log entries of requests along with resolution details and follow-up information.

• Ensure Services are delivered in line with ITIL and industry best practice.

• Provide information on updates, known errors, changes in availability, new facilities etc.

• Ensure all PCs and Printers in ITD managed PC rooms are operational and any faults are logged to ensure full functionality is restored as quickly as possible.

• Compile and regularly update all relevant customer documentation, including relevant websites.

• Facilitate teaching by allocating additional available PC room bookings.

• Manage IT guest generic PC accounts.

• Provide instruction to customers in their usage of systems, products and services.

• Keep abreast of new ICT changes, developments and technologies appropriate to the role.

• Collaborate with the Head of Service Delivery and other ITD stakeholders to continuously improve the Service Desk system.

Communication and Engagement

• Prepare and deliver presentations to groups of new incoming students.

• Engage with other university support departments including but not limited to AR, HR, and the library to provide updated IT information.

It should be noted that the above list of duties is not exhaustive and other duties and responsibilities may be assigned to the post holder from time to time.

CONTEXT:

Key Working Relationships & Contacts

Reporting to the Head of Service Delivery, the Service Desk Supervisor will have a range of internal and external contacts and collaboration points. These include, amongst others, service desk staff, staff and student, other technical staff internal and external to the division and external support companies.

Working Environment/Special Circumstances

Normal office working environment. Must be able to work additional hours in exchange for time off in lieu of rare cases during period of peak demand to meet system deadlines

DIMENSIONS:

Staff - Service Desk team members.

Customer - Students, staff and visitors.

Operational and Administrative - The position is responsible for the supervision of the Service Desk team, the provision of high-quality computing services to staff and students.

KNOWLEDGE, FUNCTIONAL SKILLS, EXPERIENCE & QUALIFICATIONS:

Knowledge

• Experience within a Service Desk Management/Supervisory role.

• Familiarity with ITSM tools such as TOPdesk, Freshservice, Ivanti, ServiceNow or similar platforms.

• Extensive support knowledge of Windows and Apple.

• Experience using Service Desk tools including remote access tools.

• Experience of identifying and introducing improvements to a team and leading through change.

• Experience working in a fast-paced complex environment.

• Excellent communication skills.

• Understanding of knowledge management principles and self-service support models.

Experience

• At least 3 years relevant experience, part of which includes direct supervision of line staff, in a medium to large IT department.

Qualifications

• A primary degree in a relevant subject or substantial relevant IT supervisory experience in one or more large organisations.

Essential Criteria:

• Experience leading, supervising and developing Service Desk staff to deliver a high-quality support service.

• Experience managing day-to-day Service Desk operations, ensuring tickets are prioritised and resolved within agreed SLAs.

• A strong customer focus.

• Ability to work with diverse groups of stakeholders to manage and deliver outcomes.

• Ability to work in a professional manner, accurately and with attention to detail.

• Ability to handle confidential information and materials.

• Ability to use initiative and to learn new skills.

• Excellent report writing.

• Ability to communicate technical information and ideas clearly and concisely to non-technical people.

Desirable Criteria:

• Experience monitoring workload, performance metrics and customer satisfaction levels, taking corrective action where required.

• Experience coordinating incident resolution and escalation activities across technical teams and third-party suppliers.

• Ability to facilitate training, knowledge transfer and onboarding activities.