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Service Desk Supervisor - Help Desk Supervisor Job


Location: 

King of Prussia, PA, United States

Employment Type:  Regular
Category:  Information Systems & Technology
Posting Date:  Oct 1, 2022

Service Desk Supervisor

This job is responsible for supervising the day to day operations of the North America Service Desk activities for Arkema Incorporated.  Create and manage escalation procedures and ensure SLA’s are met. Document, track, and monitor problems to ensure resolution in a timely manner.  Identify, research, and resolve complex technical problems.  Suggest improvements to processes and be knowledge resource for other team members.  Manages ~ 15,000 incidents per year for ~3500 Arkema North America clients. Supervise overall end user experience with respect to ITIL Incident Management practice.  Reports to the Digital Workplace Manager.  Position supervises 4 Service Desk Analysts at varying skill levels.

 

Manage Service Desk and Team

Supervises staff resources to ensure effective and proper Support Desk coverage during normal business and on-call hours.  Identifies problem trends and ensures that corrective efforts are implemented in a timely fashion with permanent solutions put in place when appropriate.  Develops, promotes, and enforces corporate and departmental policies and procedures.  Promotes teamwork within own organization and across IT organizations.

 

Responsibilities

 

Activities Include:

  • Manage the phone/ticket escalation process, always exhibiting a high degree of professionalism and diplomacy to promote a positive image of the service desk, as well as the iTeam department.
  • Develop, measure, and report Service Desk and Service management metrics. Track and report unplanned downtime incidents of AMAS systems
  • Use Service Now to identify trends, to identify reoccurring issues, and provide proactive resolutions to decrease their frequency.
  • Provide management with KPI dashboards using Service Now and Power BI.
  • Manage and coordinate regional and global iTeam incident management processes.  Ensure effective communication channels are used to alert the organization to outage/emergency activities.  Adhere to cross-regional communication procedures for incidents as appropriate.
  • Provide level 2 support and consulting to regional IT teams in Mexico, Central America and South America, as needed.
  • Responsible for identification, development, and communication of IT technology productivity tips and techniques.  With use of tools such as Service Now, training documents, and e-learning to provide the Arkema client community with opportunities for continued learning.       
  • Management responsibilities, including:
    • Functional and administrative aspects of the team and performance reviews.
    • Mentor and enable professional development for Service Desk staff to help them grow and progress through iTeam or in other learning or career objectives.
  • Ensure Service Desk documentation for procedures and contact information is always up to date
  • Manage Service Alert communications, coordinating with iTeam requestors to ensure notifications include all relevant information
  • Prioritize work and assignments within own organization, with clients, and integration across IT organizations
  • Manage daily client relationships
  • Answer Service Desk phone calls and/or emails during times of higher volume.
  • Manage business/IT priorities and risks associated with changes.
  • Provide customer feedback to the appropriate internal teams, such as infrastructure, NOS and Applications
  • Create and maintain a set of SOPs relating to common tasks and incidents.
  • Solid technical background with an ability to give instruction to a non-technical audience.
  • Excellent management, leadership, and communication skills.

 

Talent Management and Development of team

  • Attract, develop and retain talent in alignment with the organizational strategy and needs of the business.
  • Develop talent via cross training, assignments, formal education, and mobility.
  • Support teamwork via group initiatives, management meetings, communications, and cross functional assignments.
  • Manage direct and indirect reports.

 

Qualifications

  • Bachelor Degree in Computer Science, Business or other related area required.
  • 6+ years’ experience leading, managing, or supervising a Service Desk in a medium to large, multi-site environment.
  • Experience providing guidance/mentorship to less experienced team members.
  • Strong understanding and experience with PC technology (hardware/software).
  • 1+ years’ experience working with Service Now creating Dashboards, analyzing trends, and creating KPI reports.
  • ITIL Foundations Certification is a plus.
  •  Broad understanding of technical/ business/ professional aspects of systems/ applications/ tools used in a client services environment

 

Competencies

  • Strong analytical and problem solving skills required to properly assess priorities, schedule and assign skilled resources.
  • Strong interpersonal and communication skills needed to work with various levels of end users from business groups, staff groups, and management.
  • Understand infrastructure and application changes from other iTeam areas, train Helpdesk resources on supporting the changes, and communicate the timing and effects of the changes to user community.
  • Responds quickly to changes and  provides guidance to help others respond quickly
  • Proactive leadership and team development.
  • Maintain confidentiality of critical data and processes.
  • Ensures positive client service and satisfaction.
  • Ensures proactive and timely problem resolution and communication.
  • Drive, support and be a proponent of change as the business and technology evolves.
  • Strong knowledge in creating Service Now reports, dashboards, incident workflows, and catalog items.

 

 

Building on its unique set of expertise in materials science, Arkema offers a portfolio of first-class technologies to address ever-growing demand for new and sustainable materials. With the ambition to become in 2024 a pure player in Specialty Materials, the Group is structured into three complementary, resilient and highly innovative segments dedicated to Specialty Materials - Adhesive Solutions, Advanced Materials, and Coating Solutions - accounting for some 80% of Group sales, and a well-positioned and competitive Intermediates segment. Arkema offers cutting-edge technological solutions to meet the challenges of, among other things, new energies, access to water, recycling, urbanization and mobility, and fosters a permanent dialogue with all its stakeholders. The Group reported sales of €9.5 billion ($10.6 billion) in 2021, and operates in 55 countries with 20,500 employees worldwide.

The diversity of its employees is an asset that the Arkema group wants to preserve. Its non-discrimination policy applies to recruitment, salary levels and career management. The Arkema group is committed to ensuring diversity among its employees.

Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.


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