Kinetic Personnel Group is currently recruiting for an IT Service Desk Supervisor for a public health plan (government entity). This position will be based in the Ontario area. This 5 billion-dollar a year health plan is renowned for its work in the community and being a great place to work with excellent benefits.

IT Service Desk Supervisor performs tier 1-2 support for production issues, coordinates the efficient and effective operations of Service Desk Team Members, including work direction and supervision of Service Desk IT Specialists/Shift leads in coordination with other IT Team Members.

The Service Desk Supervisor is responsible for planning, assigning, and directing work; documenting and gaining approval for all Service Desk support procedures and system documentation; assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve issues or escalate problems to management. The Service Desk Supervisor develops regular reports on Service Desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides business recommendations to management for service growth and/or improvement. This position is expected to create SOPs and best practices for the Information Technology Service Desk to be reviewed by management for continual improvement.

Job duties:

• Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls with computers, core software products, network issues, and related hardware peripherals.
• Plan, organize, and direct the work of Service Desk support staff, including IT Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties.
• Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology and support procedures. Ensure Service Desk provides consistent, high-quality and professional service to team members.
• Implement Service Desk SLAs and escalation processes
• Create SOPs and training manuals for all existing and incoming team members/temps to assist in their daily work
• Analyze Service Desk performance for calls, emails, walk-ups, etc.
• Track trending issues and produce stat reports for mgmt. while using A3 thinking to continuously improve
• Proactively identify process improvement opportunities, including end-user training tools and documentation.
• Implement and maintain ITIL Service Desk system
• Monitor Service Desk activities and respond to inquiries from all Bus
• Provide technical troubleshooting and escalation as needed
• Incident Management
• Knowledge Management
• Customer Satisfaction
• Service Level Management
• Request Management
• Train via Pluralsight and research new products that could better the Service Desk and SD staff
• Work with SD/Tech staff to schedule required training time
• Work with outside vendors as needed for any Service Desk/Tech projects.
• Continue ongoing L.E.A.N. process improvement program and monitor huddle
• Mentor/Coach all dept. staff as needed to improve performance and morale.
• Improve team multitasking and time management skills as well as attention to detail.
• Interview prospective temporary/permanent candidates for open positions
• Supervisor must not get wrapped up in the day-to-day HD/Tech routines and instead must elevate themselves to cover tasks related to the care and feeding of HD/Tech staff.
• Provide detailed analytics on SD and Tech performance and trends to management.
• Able to cover the job responsibilities of IT Specialist I & II as needed.
• Available for after-hours coverage (on-call phone, weekend work/projects. Etc.).
• Work with all BU management to accomplish items above.

Requirements:

• Bachelor’s degree from an accredited institution required.
• The following experience may be concurrent: Minimum eight (8) years working in an IT support environment while providing user administration, maintaining PC and server hardware.
• Minimum of eight (8) years or more experience with Enterprise IT Service Desk in a lead or supervisory capacity required. Proven experience in Incident, knowledge, and request management processes.
• ITIL and Knowledge Centered Support (KCS) Certifications is preferred.
• Proficiency with Microsoft Windows operating system, Microsoft 7, Windows 10, Microsoft Office 2013/2016 products: Word, Excel, PowerPoint, and Access. Solid understanding of TCP/IP networking, Citrix, VDI knowledge. Broad understanding of Infrastructure and Application lifecycle (ITIL).

Job Type: Full-time

Pay: $115,000.00 - $145,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Service Desk Management: 6 years (Required)
• Help Desk Support: 8 years (Required)

Work Location: One location

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