IT Service Desk Supervisor at NTT DATA

Darien, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

0.0

Posted On

18 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL Principles, Service Desk Support, System Administration, Incident Resolution, Project Management, Relationship Management, Knowledge Management, Microsoft Active Directory, Exchange, SCCM, Customer Service Management, Reporting, ServiceNow, HDI Skills, Scripting Languages, Coaching

Industry

IT Services and IT Consulting

Description

Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis. Ensure contractual deliverables and performance SLAs are met. Ensure smooth and cordial relationships with the team and the client. Ensure the highest level of customer satisfaction. Manage key stakeholder relationships with transparency and integrity. Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments. Provide program reporting for management and stakeholders for the project activities. Work is managed and tracked through ServiceNow and measured through Service Levels. Ability to understand, apply, and improve/update procedures continually using ITIL principles. Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background. Ability to successfully lead and coach a team to deliver key business results. Minimum 5 years of experience in the field of Information Technology to include: Service Desk Support: Tier I/II System administration Contact and incident resolution for hardware, software, and applications. Minimum 3 years of experience to include: Automated Call Distribution (ACD) or equivalent Project and Program Management Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight. Minimum 2 years of experience to include: Microsoft Active Directory Exchange System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills Ability to obtain a Public Trust Associate's degree or equivalent combination of education and work experience Possess excellent written and verbal communication skills and an ability to brief senior level customer officials. Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system ITIL v3 or higher IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent Knowledge and use scripting language (BASH, PowerShell, etc).

Responsibilities

Manage project deliverables and support services according to defined SLAs while ensuring customer satisfaction. Oversee staffing, timelines for projects, and provide program reporting for management and stakeholders.