Service Desk Supervisor Position Available In Bergen, New Jersey

Service Desk Supervisor Five Rivers IT, Inc. Fair Lawn, NJ Job Details Full-time $70,000 – $95,000 a year 1 day ago Benefits Health insurance Dental insurance Vision insurance Qualifications ConnectWise 7 years IT service management ITIL IT support IT Senior level Leadership Time management Full Job Description A leading provider of IT Managed Services in New York City/ Northern New Jersey is looking for a Service Desk Supervisor to manage and mentor our Service Desk team. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives in the area of service delivery management. The successful candidate will be responsible for the continuous improvement of the day-to-day responsibilities of the Service Desk. Responsible for ensuring outstanding service delivery to the company. Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction.

Required Skills:

Appropriate technical certification(s) are preferred (e.g., ITIL v4). 7+ years of relevant experience, ideally in a medium-to-large MSP environment. Demonstrated experience leading an IT Support team or function. Demonstrated experience with ITIL-oriented process design for IT Service Management. Demonstrated experience working in a time-sensitive, high-visibility environment. Experience with leading service desk performance indicators and service level standards. Experience with leading service desk technology solutions for IT and non-IT users (e.g., ConnectWise PSA). Technical aptitude to learn and understand IT related processes, systems, and services. Strong attention to detail, along with organizational and time management skills, are a must.

Responsibilities:

Create, measure and report on support team’s KPIs against defined SLAs and proactively leads continuous improvement efforts (in partnership with cross-functional IT stakeholders as appropriate). Develop monthly reports on service desk team’s productivity. Deploy and promote ITIL best practices. Create and reviews IT Service Desk training materials and ensure proper training of all team members. Monitor, mentor, and coach team members to deliver quality support. Set goals and expectations for all team members. Handle client escalations and VIP client requests. Provide procedural guidance to service desk members. Review, understand, and improve existing customer processes eliminating gaps or inefficiencies. Other Details about the Job This is a Full-Time position. All standard benefits are included such as medical/dental/vision insurance and vacation time. We encourage and reward professional certifications Salary will be based on experience. Please send your resume with the expected salary. Applications lacking expected salary will not be considered. You will be placed at our Fair Lawn, NJ office . Please do not apply if you are not local or are not willing to relocate. 3OkZFuWvlu