IT Service Desk Supervisor/lead

IT Service Desk Supervisor/Lead

NTT DATA strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking an IT Service Desk Supervisor/Lead to join our team in Lemont, Illinois (US). The Service Desk Supervisor will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity. The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices. Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis. Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and training. Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. Ensures client service levels and performance metrics are met by team. Ensure contractual deliverables and performance SLAs are met. Identify and manage all dependencies, risks, and issues during the project life cycle. Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures. Conducts career development, planning and performance of team. Takes ownership of support issues, engaging other internal/external expertise as required. Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client. Ensure the highest level of customer satisfaction. Manage key stakeholder relationships with transparency and integrity. Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments. Provide program reporting for management and stakeholders for the project activities. Ability to understand, apply, and improve/update procedures continually using ITIL principles. Work is managed and tracked through ServiceNow and measured through Service Levels. Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background. Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment. Good client service skills. Ability to successfully lead and coach a team to deliver key business results. Good project management skills.

Basic Qualifications:

• Minimum 5 years of experience in the field of Information Technology to include: Service Desk Support: Tier I/II, System administration, Contact and incident resolution for hardware, software, and applications.
• Minimum 3 years of experience to include: Automated Call Distribution (ACD) or equivalent, Project and Program Management, Project/Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight.
• Minimum 2 years of experience to include: Microsoft Active Directory, Exchange, System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills, Ability to obtain a Public Trust, Associate's degree or equivalent combination of education and work experience

Preferred Qualifications:

• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system.
• ITIL v3 or higher.
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent.
• Knowledge and use scripting language (BASH, PowerShell, etc).