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IT Service Management Supervisor

Florham Park, NJ



The IT Service Management Supervisor is responsible for IT service processes and tools from both an implementation and strategic operations perspective, with a focus on service management, service reporting, and quality control. This position will also oversee the operations of our outsourced IT Support Desk external vendor, as well as the ITSM aspects of ITIL processes within IT. This position reports to the IT User Support Manager and aids in completing projects on the firm's IT roadmap. The ideal candidate is a self-motivated, creative problem solver. Flexibility in working on a variety of projects and technical support needs is a must. The position is customer service oriented. The IT Service Management Supervisor thrives on working in a fast paced, growing environment, while working well with others and participating as a team player.


Qualifications
  • Bachelor's Degree in Business Administration or Computer Science, Finance, Accounting, or equivalent (10 years +) work experience
  • 10+ years experience with help desk supervision/management 
  • 5+ years experience with IT project work with a demonstrable track record
  • Ivanti HEAT or similar ticketing/ITSM tool experience Strong analytical and problem solving skills
  • Impeccable verbal and written communication skills
  • Self-starter, with the ability to manage own time effectively and work autonomously
  • Ability to coordinate Production-based (RTB) workloads and work effectively with the Help Desk Service Supervisor
  • Strong organization skills
  • Ability to work under a process-centric ITIL Framework
  • Ability to work on projects using an AGILE methodology, using a scrum or Kanban style
  • Ability to work after hours as necessary for general maintenance and on-call support
  • Maintain certifications and technical knowledge base through continuing education and study
  • Experience working under a process-centric ITIL Framework with formal Production Change Management, Service Management, and Incident Management controls in place
  • Experience with Atlassian JIRA a plus
  • Basic hardware and software troubleshooting skills
  • ITIL V3 Foundations or Higher certification preferred


Responsibilities
  • Responsible for IT service reporting (e.g., productivity metrics, KPIs, SLAs) and quality control (e.g., compliance reporting, management escalation, process auditing, etc.)
  • Manage the implementation and operations of an outsourced IT Support Desk external vendor with near-shore support resources
  • Working with a peer IT Support Desk lead, assist with managing IT service operations (e.g., support desk communications, escalations, VIP support, documenting policies and procedures, etc.)
  • Lead the ITSM aspects of ITIL processes including service transition, change management, outages/incident management, problem management, service catalog, etc.
  • Lead ITSM-centric projects including ITSM tool selection and implementation, service catalog implementation, etc.
  • Service Level Agreement (SLA) improvements and reporting tool implementation for all of IT
  • Creation of IT User Support communications and templates for future Help Desk usage
  • Oversight for staff/contract resources working on projects that have an impact on the Help Desk
  • Document Help Desk standards, policies and procedures


 
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