About the job
Join Our Team as an IT Service Desk Supervisor!
As the IT Service Desk Supervisor at Fawkes-IDM, you will be at the forefront of our commitment to delivering exceptional IT support services. Your leadership will guide our Service Desk Analysts in providing top-tier customer service to our esteemed staff.
Key Responsibilities:
- Supervise the daily operations of the Service Desk team, ensuring high-quality support for all staff members.
- Manage and mentor the DC Service Desk team to foster professional growth and effective service delivery.
- Oversee the maintenance and support of all computing devices, including computers and printers, ensuring issues are swiftly identified and resolved.
- Coordinate scheduling of Service Desk resources to address support issues efficiently in a 24/7 operational environment.
- Advise the Director of Technology Support on staffing needs for optimal service delivery.
- Guide career development and recommend appropriate training for team members.
- Handle administrative tasks including leave requests, timecards, and performance reviews in a timely manner.
- Identify and document process improvements to enhance IT service delivery and problem resolution.
- Conduct incident trend analysis and provide actionable insights to reduce recurring issues.
- Maintain and update the support services knowledge database to ensure it meets the needs of the firm.
- Collaborate with other departments to ensure successful completion of departmental and firm-wide projects.

