Service Desk Supervisor

Service Desk Supervisor & Group Leader Job Description Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service, Security, SAP, Project Control Integration and IT Staffing. Calance s Infrastructure and Operations (I&O) organization provides IT Managed Services to a wide range of small to mid-size enterprises in a variety of industries. The Service Desk and Help Desk services is one of the key component of our managed services offerings. The core of the Service Desk Delivery team is based in Southern California and is supported by an after-hours team based in India. Calance is looking for an individual to manage the delivery of Service Desk services, dealing with external/internal customer enquiries and incidents. To manage the performance of Level 1-3 services and support to clients (internal & external) and ensure that service levels are achieved. To ensure customer expectations are met or exceeded. Individual will be responsible for standardization of processes and establishing a framework to track performance metrics. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance. Possess excellent communication and organization skills within a rapidly changing technology and business needs landscape. Have a strong sense of urgency for client issues, especially for major outages and critical business events and initiatives. Responsibilities Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via email and phone. Experience with modern ticketing systems, ServiceNow, SysAid, ZenDesk. Evaluation, implementation and migration to a new ITSM solution Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams. Ticket management of Incidents, Problems, Change and New Requests; manage and coordinate urgent issues and act as escalation point for all incidents and requests. Determine root cause of issues and communicate appropriately to internal and external customers. Maintenance schedules through the maintenance calendar and tasks. Direct line management of a team of up to 15 employees. Manage process for communicating outage/emergency activities to the organization. Ability to compose and provide data and reports as needed. Monitor and manage phone and email queue. Position Description Develop an effective and workable ITIL framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation. Escalation may involve out of hours support via phone or email. Train, coach and mentor Service Desk Operations Specialists including career development. Oversee staff activities. Schedule employees working times and provide backup support. Interact with internal and external customers. Ensure that customers receive timely updates on incidents. Maintain a calendar of maintenance requests on the network, data center, exchanges and internal changes. Ensure communications to customers with appropriate information. Maintain the incident ticket database, ensuring incidents are set to the correct priority and are within SLA for response and resolution. Maintain ticket updates with accurate notes on current status. Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents. Document internal time lines for resolved incidents. Maintain accurate contact databases and records. Attend and participate in weekly/monthly meetings as required.