IT Service Desk Supervisor

SeaTac, WA
Job Terms:
Depending on Experience
posted by:
Laura Toller

Job Description:

Aquent is currently assisting our Fortune 500 client in their search for an IT Service Desk Supervisor for a 9 month assignment. The IT Service Desk Supervisor is responsible for the daily operation of the IT Service Desk. The position provides supervision of employees and contractors that troubleshoot and provide solutions to hardware and software incidents, respond to IT service requests, and administer user accounts. 

Supervisor IT Service Desk Job Duties include: 

- Monitor Service Desk performance and make recommendations, as necessary, for the continuous improvement of the Service Desk operation 
- Establishes, plans and implements the policies and procedures to support the operation of the Service Desk 
- Mentor, guide and lead a diverse team of employees and contractors 
- Manage team schedules ensuring adequate shift coverage 
- Monitor, track and respond to customer satisfaction survey responses 
- Monitor, track and publish timely Service Desk metrics and ensure the team is meeting or surpassing all service level agreements 
- Provide coordination on problem solving and support issues with other work groups, maintaining good inter-departmental relationships 
- Develop and enhance guidelines to ensure all knowledge base documentation and troubleshooting procedures are current and accurate. 
- Represent the Service Desk on project or process consultations 
- Maintain broad understanding of the IT organization 
- Respond to audit requests ensuring compliance 
- Identify, document and implement process or automation enhancements 
- Embody company and conduct oneself with professionalism, integrity, resourcefulness, and caring 
- Other duties as assigned 

- A minimum of one year of supervisory experience required, emphasis on IT Service Management 
- Two years of IT Service Desk or IT Help Desk or equivalent experience preferred 
- Strong organizational, problem-solving and analytical skills with the ability to manage multiple priorities required 
- Exceptional interpersonal, written and verbal communication skills required 
- ITIL Foundations Certification preferred 
- Ability to support occasional off-hours requests or high severity incidents required 
- Minimum age of 18 required 
- Must be authorized to work in the US