Service Desk Supervisor

Position Summary

The Service Desk Supervisor will be responsible for the day-to-day support needs for the user base at Triumph Financial. The position will oversee first level IT Service Desk staff and be responsible for developing the future state of the team. This leader will be responsible for managing daily operations of the service desk, delivering IT services to employees, and managing all technology inventory. The role is accountable for enhancing the existing service, as well as service delivery.

Essential Duties & Responsibilities

• Define and manage all employee-oriented IT services, including internal client computing, mobility, communications, and standard desktop applications.

• Manage IT service desk services including both internal and managed service provider tier-one support teams.

• Proactively ensure that negotiated service level agreements are met, monitors performance, ensures compliance and drives continuous improvements to exceed such agreements.

• Utilize ITSM frameworks and ITIL methodology management across IT to evolve best practices and simplify customer's IT operations including metrics, SLAs, and reporting.

• Analyze data and identify positive or negative trends in the volume and types of incidents and requests received.

•  Establish baselines and areas of improvement to reduce incidents, requests, and lead efforts to increase self-service, automation via IT self-service portal.

• Oversees problem management, determining root cause. Works with other IT functions to develop solutions to prevent re-occurring incidents.

• Collaborate with IT Enterprise Architecture, IT Leaders, external providers to build long-range technology roadmap of IT services that aligns with desired service capabilities, anticipates service demand and costs.

• Work with IT Leaders to develop and measure operational handoff from project to support personal.

• Management duties include hiring, training, coaching, counseling, and evaluating performance of direct reports and managed service provider support teams.

• Accountability on the use of services, handling of sensitive data, and resolving incidents and requests in compliance with SOX, SOC and FDIC requirements.

• Additional duties as required.

Experience & Education

The successful candidate will possess business operations experience and skills, leadership expertise, analytical and critical thinking skills, and attention to detail.  Additionally, the ideal candidate should possess the following:

• Bachelor’s degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience.

• Must have 3-5 years of experience working directly with Customer Support.

• Minimum of 3-5 years’ experience in an IT support role in either Systems Engineering or Network Engineering.

• Minimum 2-3 years’ experience in performance management, development, training, and coaching.

• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.

• Demonstrated success at a company in similar nature for a minimum of 3 years and as a Service Supervisor or  similar for at least 2 years.

• Must be capable of dealing confidently and professionally with Customers.

• Must be a team player and build good working relationships across all functions.

• Must have a strong personal drive for delivering industry-leading Customer support, and thrive in a fast-paced, high energy environment with a proactive focus.

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches.

Skills & Abilities Required

• Self-motivated with the ability to work individually or in a team.

• Strong analytical, project management, interpersonal and oral and written communication skills.

• Strong leadership skills with focus on designing, building, enhancing, and sustaining technical support excellence as well as service delivery.

• Passion for Service Delivery, Customer Service, User Experience, and Operational Excellence.

• Focus on improving user’s IT support experience and operational productivity.

• Strong experience managing managed service provider that provides IT end-user support for organization.

• Proven leadership ability and a positive attitude toward the mentoring and training of others in a remote capacity.

• Significant experience with enterprise ITIL methodologies and management disciplines as well as IT Service Management tool.

• Expertise in the support of the Information Technology currently deployed.

• Proven demonstration of learning agility including interpersonal risk-taking, collaboration, experimentation, and reflection, as well as speed and flexibility.

• Must be detail oriented, convey a positive attitude and be resourceful.

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