Td Synnex
ServiceDeskSupervisor
“Service Desk Supervisor at Td Synnex. Skills: Service Desk Supervision, Process Optimization, Performance Metrics. Plans and supervises individual team. Supervises and manages allocation of incidents”
What You'll Achieve.
Deliver optimum performance, availability, capacity, reliability and security for all production systems; Ensure all other operational processes are correctly executed; Track and drive remediation and fulfilment of incidents and service requests within SLA
Industry & Context.
Ensure appropriate follow up on the root cause analysis; Resolving Conflict
schedule flexibility
What They're Looking For.
Must Have
4 + Years of relevant work experience, 1 to 3 Years of experience directly managing / supervising employees, Bachelor’s Degree with Information Technology Field of Study required, Proven experience leading technical support / service desk teams, focus on reporting, KPI definition, and performance metrics tracking, Demonstrated ability to measure team performance, productivity, and operational efficiency, Must have schedule flexibility
Nice to Have
call center environment preferred, ITIL, Project Management, Organizational Change Management, Staff Development, Resolving Conflict, Six Sigma, Lean Process Design, Agile, Kanban, Emergency Operations, MCSE, SCCM, ITIL Foundation, CCENT
What You'll Do.
Plans and supervises individual team
Supervises and manages allocation of incidents
Documents and reviews processes
Seeks to improve existing procedures
Automates processes where possible
Provides or arranges training
Maintains current talent assessments
Plays an individual role on business projects
How You'll Work.
Team & Collaboration
Interact effectively with all levels of management; Build solid, effective working relationships with others; Network with other new co-workers
Communication Scope
Able to communicate clearly; Able to convey necessary information; Able to create and conduct formal presentations; Able to interact effectively with all levels of management; Able to negotiate skillfully; Able to promote/sell ideas persuasively; Able to close transactions
Process & Methodology
Project Management
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