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IT Support Services Supervisor
Ref No.: 18-03851
Location: Franklin, Massachusetts
Position Type:Direct Placement
Start Date: 04/13/2018
My direct client is looking for an IT Support Services Supervisor located in Franklin, MA.

TITLE: IT Support Services Supervisor
LOCATION: Franklin, MA
DURATION: Permanent Role
SALARY: Depends on experience

Essential Job Functions And Accountabilities
  • Cost center management for support services, including user hardware procurement and support/maintenance vendor management
  • Builds high performing, self-managed, team-oriented personnel with a focus on first call resolution and high customer satisfaction
  • Monitors monthly spending and expenses compared to budget
  • Is responsible for asset management and provides information to appropriate personnel to properly account for assets
  • Monitors and reports on KPI stats for the support team
  • Develops and maintains service level agreements with the business unit leaders and maintains/improves internal service Standard Operating Procedures
  • Oversees the processing of incoming requests to the Help Desk via walk-up, telephone and email to ensure accurate, timely service delivery within mutually agreed SLA's
  • Builds relationships with all IT units to ensure that IT-delivered services and end-user expectations are aligned
  • Advances the use of a knowledge repository to share information among all levels of IT service and support
  • Promotes self-service tools as mechanisms to improve end-user satisfaction and reduce costs
  • Stays abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on support service offerings
  • Quickly and accurately informs end-users of planned and unplanned outages, acts as the central point of contact for service updates and provides timely guidance on the return of service outages
  • Assists IT management with the creation, development, dissemination and evolution of an IT scorecard, outlining the key metrics IT uses to help manage the department (e.g., average response time, network uptime, first-contact-resolution rate, mean time to repair, cost per call, call avoidance, etc.)
  • Performs end-user satisfaction surveys (transactional and periodic) and develops action plans to address areas needing improvement
  • Performs trend analyses and develops action plans for improving service timeliness and reducing costs
Educational And Experience Qualifications
  • Bachelor's Degree plus 3 to 5 years in a supervisory IT service and support function; or 5 plus years of related experience working in an IT service and support function 
  • Help Desk management experience
Other Qualifications
  • Leadership skills and a deep commitment to end-user satisfaction plus experience leading individual contributors and driving process improvement
  • Must have a customer service mindset and excellent communication skills
  • MCSE or equivalent a plus
  • ITIL (Information Technology Infrastructure Library) certification a plus
  • Membership in HDI or other support organizations preferred
  • Cisco Telephony certification or training