Job Details

Summary:

The Service Desk Supervisor is responsible for guiding and mentoring the Service Desk team in their daily operations; takes the lead on managing the team's day-to-day operations by ensuring efficient support for systematic issue resolution. This position collaborates with other IT teams to address complex technical issues as well as oversees customer interactions and ensures high levels of customer satisfaction are maintained.

*** Pay Range: $82,338 - $140,842 ***

*** Retention Bonus: $1500 ***

Responsibilities:

Team Leadership and Development:

• Directly supervises and provides leadership to a team of Service Desk Technicians, promoting a collaborative and high-performing work environment.
• Onboards, trains, and mentors new and existing team members, equipping them with the necessary skills and knowledge to excel in their roles.
• Conducts regular performance evaluations, provides constructive feedback, and identifies opportunities for professional growth and development within the team.
• Fosters a positive team culture that emphasizes accountability, knowledge sharing, and continuous improvement.
• Participates in the recruitment and selection process for Service Desk personnel.

Service Desk Operations Management:

• Oversees the daily operations of the Service Desk, ensuring efficient ticket handling, accurate documentation, and timely resolution of IT incidents and service requests.
• Monitors and manages the team's workload, prioritizing and assigning tasks effectively to optimize resource utilization and meet or exceed established SLAs.
• Serves as a point of escalation for complex or critical issues, providing guidance and support to the team to ensure effective resolution.
• Ensures adherence to established IT policies, procedures, and best practices, including ITIL framework principles.
• Analyzes Service Desk performance metrics and identifies trends to proactively address potential issues and improve overall efficiency.

Customer Experience and Communication:

• Champions a customer-first mentality within the Service Desk team, ensuring professional and effective communication with end-users.
• Monitors customer interactions to ensure high levels of satisfaction and identifies areas for improvement in service delivery.
• Facilitates clear and concise communication between the Service Desk and end-users regarding incident status, progress, and resolution.
• Assists in resolving escalated customer service issues, ensuring a positive outcome and maintaining customer trust.

Technical Guidance and Knowledge Management:

• Provides technical guidance and support to Service Desk Technicians in diagnosing and resolving a wide range of hardware, software, and network-related issues.
• Contributes to the development and maintenance of a comprehensive knowledge base, empowering the team to resolve issues efficiently and consistently.
• Stays abreast of current IT trends and technologies to provide relevant support and guidance to the team.
• Determines appropriate escalation paths for incidents that require specialized expertise from other IT teams.

Process Improvement and Collaboration:

• Actively identifies opportunities to streamline Service Desk processes, improve efficiency, and enhance the end-user experience.
• Gathers feedback from Service Desk Technicians and end-users to identify pain points and propose effective solutions.
• Collaborates effectively with other IT teams, including Networking, Security, and Infrastructure, to resolve complex issues and contribute to overall IT operational excellence.
• Participates in projects and initiatives aimed at improving IT service delivery and infrastructure.

Qualifications:

M inimum:

• Bachelor's degree in information technology, Computer Science, or a related field; or 3-5 years of equivalent work experience in IT technical support or helpdesk functional support, coupled with relevant certifications.
• 3-5 years of progressive experience in IT technical support or helpdesk environments.
• 2 years of experience in a supervisory or team lead role within an IT service desk environment.
• Demonstrated experience using and managing IT service management (ITSM) tools and software, such as ServiceNow or similar platforms.
• A solid understanding of ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
• Proven leadership and people management skills, including experience in mentoring, coaching, and developing team members, and fostering a positive and collaborative work environment.
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
• Excellent time management, prioritization, and organizational skills to manage multiple tasks and meet deadlines effectively.
• Exceptional verbal and written communication skills, with the ability to communicate technical information clearly and concisely to both technical and non-technical audiences.

Preferred:

• ITIL certification (e.g., ITIL Foundation). Additional relevant certifications from organizations like CompTIA, Microsoft, or Cisco are highly desirable.
• Knowledge of project management methodologies and experience participating in IT projects.
• Experience managing relationships with external vendors and collaborating with diverse internal stakeholders.
• Proficiency in a broad range of IT technologies, including operating systems (Windows, macOS), networking fundamentals, hardware troubleshooting, and common business applications.

** Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **

About NTTA:

NTTA is a political subdivision of Texas created to acquire, construct, maintain, and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest-growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized, and engaged team focused on achieving Excellence, and we are looking for talented individuals to join us.

Our Mission:

We are committed to providing a safe and reliable toll road system, increasing value and mobility options for our customers, operating the Authority in a businesslike manner, protecting our bondholders, and partnering to meet our region's growing need for transportation infrastructure.