Service Desk Specialist Supervisor - R0010557 in Taguig at Astreya

Job Description:

The Service Desk Specialist Supervisor provides supervision to client specific teams. The role requires leadership, ability to manage a diverse set of individuals, ability to multitask, prioritize, and client communications. The role will lead the development, maintenance, operations, continual service improvement and support of global IT service offerings, related service delivery, policies, processes and client user experience.

Scope:

• Directs subordinates to complete tasks using established guidelines, procedures and policies.

• Monitors daily operations of a unit or sub-unit. Requires full knowledge of the area of functional responsibility.

Your Roles and Responsibilities:

• Oversee day to day service operations, monitor and timely report to clients on service delivery metrics.

• Manage employee performance, setting objectives, and conducting regular team and individual performance reviews

• Manage poor performance with improvement plans, additional training and support, etc,

• Manage the training program/team (trainer, assessors, mentors) and sign off on duties as learned

• Observe training needs and relay needs and requests to Training team and Corporate office

• Regular communication and reporting to stakeholders, with a focus on service metrics, KPIs, improvements, opportunities and challenges

• Be responsible for managing day-to-day internal service desk operations including but not limited to: staffing coverage for 24x7 operation, incident management, service request fulfillment, service catalog, service desk reporting, SLAs & OLAs, service desk knowledge management, knowledgebase articles & SOPs, standard operating procedures, best practices, and workflows, end user documentation, policy management, workforce utilization & management, service desk continual service improvement initiatives, service desk team onboarding/offboarding, and innovation

• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelors degree (B.S/B.A) from four-college or university and 5 to 8 years related experience and/or training; or equivalent combination of education and experience

• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers