Global IT Service Desk Supervisor

Responsibilities:
Responsible for managing the Global IT Service Desk Operations and assuring
users are provided efficient and timely first and second level support on a
7x24 basis.
* Perform staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required;
* Manage the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities;
* Provide staff support for administrative tasks and projects relative to the Service Desk Team deliverables;
* Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems;
* Invoke problem escalation procedures to coordinate recover;
* Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found;
* Ensure that weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department;
* Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues;
* Ensure that decisions made to improve the overall customer support of the Service Desk are continually carried through
* Coordinate training requirements of Service Desk personnel and knowledge transfer;
* Carry out New Hire Orientation and interview process;
* Liaise with client, vendor and internal team regarding a project, initiatives and issues
* Participate in internal and external audit and certification;
* Assists in the development and implementation of quality improvement programs for assigned department(s);
* Solve problems and make decisions daily relative to Service Desk responsibilities.
* Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions;
* Performed other duties and responsibilities as assigned by the Senior Management of IT

Requirements:
Educational Background:
* College/Associates Degree in Information Technology or bachelor's degree in related field
Technical Skills: (knowledge, experiences, IT tools/software, languages)
* Minimum of ‎6 years of experience in a technical support environment or similar role and ‎3 years supervisory role
* Must be qualified for the Level III Service Desk (Please refer to SD JD)
* Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
* Excellent and effective communication and presentation skills - written, verbal and telephone manner
* Excellent interpersonal skills for establishing and maintaining effective working relationships
* Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
* Ability to comprehend and resolve the problems experienced by staff using software application programs

Soft Skills:
* Excellent Communication in English or French or German and Spanish (depending on the site requirement)
* Ability to multitask - Sense of urgency; maintain a positive attitude
* Good planning, organizing, problem solving and time-management skills
* Willingness and ability to respond to call-outs in the evening, nights, and on weekends.
* Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
* Willingness to travel as required
* Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties