IT Service Desk Supervisor Job at MainOne

MainOne’s success is built on having talented and highly proficient people within their respective fields as the driving force behind our business

A job in MainOne is different from any other you have had. With joining MainOne you’ll be challenged, inspired and proud as you become a part of something big.

We are recruiting to fill the position below:

Job Title: IT Service Desk Supervisor
Location: Lagos, Nigeria.
Department: Information Technology
Reporting Line: IT Technical Support Manager
Responsibilities

• The Service Desk Supervisor’s role is to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
• The Service Desk Supervisor is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.
• This individual will recommend, develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
• The Service Desk Supervisor is also responsible for service process design, performance analysis, and developing proactive resolution plans.
• The Service Desk Supervisor will also contribute to escalated problem resolution by giving in-person, hands-on support to end users where necessary.

Operational Management:

• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and communication of help sheets, usage guides and FAQs for end users.
• Oversee the development, implementation and administration of service desk staff training procedures and policies.
• Train, coach and mentor Service Desk Technicians and other junior staff.
• Manage the overall desk activities and staff.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Attend Change Advisor Board (CAB) meetings.
• Monitor incident trends and anticipate potential problems for proactive resolution.