Senior Supervisor, IT Service Operations (Two Year Contract)



Job Purpose

This role is responsible for managing and advancing the first- level support, second level support of end-user service requests and computing issues. The position requires strong supervisory skills, a deep commitment to end-user satisfaction and experience in driving process improvement.


Key Responsibilities

  • Carries supervisory responsibilities in accordance with the organization’s policies to manage the service desk staff, including motivating them, recruiting, preparing overall performance evaluations and training;
  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity;
  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management;
  • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded;
  • Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement;
  • Advance the use of a knowledge repository to share information among all levels of IT service and support;
  • Prepare cost analyses, budget plans and proposals as needed;
  • Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime;
  • Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement;
  • Promote self-service tools and the knowledge repository as mechanisms to improve end- user satisfaction and reduce costs;
  • Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction;
  • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services;
  • Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users;
  • Monitors the service desk report tracking system and monitor outstanding or critical issues.
  • Ensures that work is performed and completed in an efficient and timely manner, and meets customer needs and corporate quality standards;
  • Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues;
  • Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary; and
  • Perform all other duties as assigned.


Knowledge, experience and qualification required

  • Bachelor’s degree in computer science or a related field or equivalent experience.
  • At least 2 years managing a Service Desk function in an environment similar in size and complexity to Britam (required).
  • ITIL V3 certification (required).
  • Experience in working with an ITSM tool.
  • Sound communications skills and experience working alongside other IT and business management professionals.
  • Ability to foster relationships with end users and must become the champion of end-user satisfaction.
  • Knowledge of computer hardware and software.


Core competencies

  • Communication skills
  • Building relationships
  • Focuses on the customers
  • Develops self
  • Solves problems


Closing Date:

Friday, July 14, 2017

Key Skills/Specialization:

Bachelor’s degree in computer science or a related field or equivalent experience

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