ITSM Supervisor

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January 7, 2020
New York, New York
Job Type


The position is customer service oriented. Flexibility in working on a variety of projects and technical support needs is a must.


  • Responsible for IT service reporting (e.g., productivity metrics, KPIs, SLAs) and quality control (e.g., compliance reporting, management escalation, process auditing, etc.)
  • Manage the implementation and operations of an outsourced IT Support Desk external vendor with near-shore support resources
  • Working with a peer IT Support Desk lead, assist with managing IT service operations (e.g., support desk communications, escalations, VIP support, documenting policies and procedures, etc.)
  • Lead the ITSM aspects of ITIL processes including service transition, change management, outages/incident management, problem management, service catalog, etc.
  • Lead ITSM-centric projects including ITSM tool selection and implementation, service catalog implementation, etc.
  • Service Level Agreement (SLA) improvements and reporting tool implementation for all of IT
  • Creation of IT User Support communications and templates for future Help Desk usage
  • Oversight for staff/contract resources working on projects that have an impact on the Help Desk
  • Document Help Desk standards, policies and procedures


  • Bachelor's Degree in Business Administration or Computer Science, Finance, Accounting, or equivalent
  • 10 + years work experience with help desk supervision/management
  • 5+ years experience with IT project work with a demonstrable track record
  • Ivanti HEAT or similar ticketing/ITSM tool experience
  • Strong analytical and problem solving skills
  • Impeccable verbal and written communication skills
  • Self-starter, with the ability to manage own time effectively and work autonomously
  • Ability to coordinate Production-based (RTB) workloads and work effectively with the Help Desk Service Supervisor
  • Strong organization skills
  • Ability to work under a process-centric ITIL Framework
  • Ability to work on projects using an AGILE methodology, using a scrum or Kanban style
  • Ability to work after hours as necessary for general maintenance and on-call support
  • Maintain certifications and technical knowledge base through continuing education and study
  • Experience working under a process-centric ITIL Framework with formal Production Change Management, Service Management, and Incident Management controls in place
  • Experience with Atlassian JIRA a plus
  • Basic hardware and software troubleshooting skills
  • ITIL V3 Foundations or Higher certification preferred

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