IT Service Operations Supervisor
Rock CountyPosition Summary and Job Duties
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The IT Service Operations Supervisor is responsible for the delivery of excellent customer service through management of the IT Service Desk / Deskside Support staff and activities comprising of end-user technology support, systems monitoring, and incident/event response. Responsible for Service Operations, budget / planning, service offerings development and determination of equipment standardization.
35% Communication, Analysis, and operational review
-Establish and maintain effective working relationships with staff, all levels of County employees, customers, other government representatives, consultants, and vendors.
-Provide feedback and support to other IT team members, customers and partners.
-Responsible for planning, coordinating, and supervising all activities related to the design, development, implementation, maintenance, upgrade, and support of the Rock County Service Team operations to include the IT Deskside Support team and the IT Service Desk team.
-Review and analyze reports to maintain and/or improve effectiveness and efficiency. Identify, review and analyze chronic/potential problems, recurring tickets, security issues, performance issues and/or scalability concerns. Work with leadership to develop strategies for improving or leveraging IT resources and technology.
a.Review Ticket Activity by type, customer, severity, life cycle, and frequency.
b.Escalate training requirements, security, hardware and/or software issues as
required.
c.Identify opportunities for automation and overall efficiency and effectiveness.
d.Track Service Desk call center phone statistics.
e.Track customer satisfaction through scores and audits of ticket activity including
customer interviews.
-Identify and communicate software, hardware and/or system failure trends.
-Define, maintain and create standards, guidelines, and policy for the Rock County IT Service Operations. Communicate the standards, guidelines, and policy to Information Technology staff, County staff, vendors, customers and partners. Measure compliance with policy and take action as required.
-Develop and maintain a County-wide written IT Service Framework.
-Research and evaluate process, software, systems, services and/or technologies which support business objectives such as improving: security, performance, improving County operations and reducing costs. This includes identifying possible disruptive technology and market trends during the annual planning process.
-Monitor stock inventory levels for equipment swaps of PCs, laptops, and other devices under warranty. Replenish stock as necessary.
-Develop, implement, and continually refine and improve Service Team operations and procedures, standards, and policies to conform to best practices and SLAs. Provide oversight of managed print/copier repair processes. Identify technology gaps and research and evaluate potential solutions.
-Identify, measure, benchmark, analyze and perform regular review of capacity reports,
scorecards and Service Team performance metrics, e.g. service availability, ticket
volume, resolution rate, time to respond, time to resolution, change volume and
customer survey results. Analyze results for trends, process improvement opportunities
and staff training needs and take appropriate action to improve results.
-To help IT develop a road-map, meet regularly with department heads and managers to understand user needs and where IT's shortcomings are.
30% Ticket follow-up and team/customer interaction- Ensure successful, timely completion of incidents, Service Desk work orders, service requests, and systems maintenance.
- Serves as a liaison with Infrastructure and Application Teams to assist with quality assurance, resource management, connectivity, infrastructure management, application/server tuning and general problem solving.
- Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. Fosters this behavior within teams.
- Develop support call statistics and report to IT management on a periodic basis. Identify trends, areas of concern, and service failures to improve Service Desk operations and County efficiency.
- Develop and implement a Service Desk performance measurement framework to facilitate feedback and scoring of team members on issues such as customer service, communication and technical skills
- Leverage company intranet site to expand self-service capabilities and communicate FAQ and system status information.
30% Service Desk Staff Management, Supervision, and Leadership
-Ticket follow-up and team/customer interaction
-Ensure successful, timely completion of incidents, Service Team work orders, service requests, and systems maintenance adhering to the ITIL standards for IT Service Management.
-Serves as a liaison with Enterprise Services Management (ESM), Network, A/V, Security and Telecom (NAST) and Data Services teams to assist with quality assurance, resource management, connectivity, infrastructure management, application/server tuning and general problem solving.
-Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. Fosters this behavior within teams.
-Develop service quality statistics / metrics and report to IT management on a periodic basis. Identify trends, areas of concern, and service failures to improve Service Team operations and County efficiency.
-Develop and implement a Service Team performance measurement framework to facilitate feedback and scoring of team members on issues such as customer service, communication and technical skills.
-Leverage company intranet site to expand self-service capabilities and communicate FAQ and system status information.
30% IT Service Operations (Service Desk/Deskside Support) Staff Management, Supervision, and Leadership
-Works independently, with little or no direct supervision or guidance and perform day-to-day operations aligned to Department and County goals.
-Demonstrates leadership by directly supervising multiple staff.
-Complete reviews, coaching and education plans for each supervised team member.
-Clearly communicate goals and objectives to subordinate staff, partners, leaders, vendors and customers.
-Ensures development, maintenance and dissemination of IT Service Operations procedures, policies and general documentation.
-Create and maintain a training program for increased business, customer service, and technical knowledge.
-Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation.
-Participate in continuous learning and professional development for yourself and your team.
-Participate in upcoming annual budget planning / decisions regarding IT Service Operations (personnel equipment / development, annual equipment refresh costs, etc.)
5% Other Duties as Assigned Success Factors (KSA's)
-Ability to supervise, train and develop subordinates.
-Proven experience managing IT Service Operations staff.
-Ability to work independently, as a member and/or leader of a team.
-Intermediate familiarity with ITIL Service Operations. Advanced understanding of IT Service Operations management.
-Knowledge of applicable data privacy practices and statutes.
-Demonstrated customer-service skills.
-Excellent listening and interpersonal skills.
-Ability to communicate ideas in both technical and nontechnical language.
-Excellent oral and written communication skills.
-Ability to manage staff in a complex multi-vendor, multi-partner environment.
1-Ability to coordinate multiple incidents and service requests. Schedule and oversee all IT Service Operations to include Incident and Service Request lifecycle and ensure activities are completed in accordance with Service Level Agreements.
-Highly self-motivated and self-directed.
-Working knowledge of Windows operating system and Microsoft Office. Specifically Word, Excel, Outlook and PowerPoint.
-Demonstrated attention to detail.
-Able to prioritize, guide and execute sometimes conflicting activity in a high-pressure environment.
-Experience working in a complex, team-oriented, collaborative environment.
-Experience managing maintenance, operations, work orders and project activity within the same team.
-Demonstrated success in managing technical staff, vendors and contractors across all aspects of service delivery.
-Ability to establish and maintain effective working relationships with officials, department heads, staff and the public.
-Ability to identify, gather and present alternate approaches/solutions.
-Ability to quickly identify and resolve complex infrastructure problems.
-Proven experience in overseeing the direction, development, and implementation of IT Service Operations related projects, procedures and activity.
-Ability to record necessary data for efficient IT Service Operations and departmental operations.
-Ability to formulate long range IT Service Operations plans.
-Broad knowledge and technical expertise across IT Service Operations management.
-Knowledge of personal computers, mobile devices and related hardware and software.Job Requirements, Education, Training & Experience
Education and Experience:
Two year or four year college degree in Information Technology or a related field and 5 years of experience in IT Service Operations Management or any equivalent combination of education, training and experience which provides the necessary knowledge, skills and abilities to successfully meet the responsibilities of the position. Three years of supervisory experience is also required.
Licenses and Certifications:
Valid Driver's License required.
ITIL and/or other IT Service Operations related certification(s) required.
Fingerprint/background clearance required upon employment.
Essential Job Functions (physical elements, equipment and working conditions)
Physical Elements:
- Ability to stand, walk, and sit for periods of time.
- Ability to stoop, bend, and crawl, i.e. under a desk to hook up equipment.
- Ability to exert in excess of 50 pounds of force occasionally, or in excess of 20 pounds of force
frequently, or in excess of 10 pounds of force constantly to move objects.
Use of Equipment:
- Ability to use a computer and computer-related peripherals.
- Familiar with the use of other types of office equipment such as printer, copy machine, fax machine, etc.
Working Conditions:
- Almost all work is done indoors.