IT Service Desk Supervisor

- Oversee the end-to-end activities for the assigned solutions portfolio and lead teams to achieve high-performance outcomes - Direct solution implementation, testing, support, and deployment with technical and workflow guidance - Build relationships with domain leaders to comprehend strategic business and user needs; identify business requirements for smoother operations - Lead or engage in governance committees to collaborate with key stakeholders on priorities and workloads - Forge strong partnerships with fellow leaders to uncover synergies and improvement opportunities - Collaborate with vendors to ensure that systems and solutions meet or surpass the needs of our organization - Provide direction for IT operations through budgeting, policy development, talent management, stakeholder relations, and governance activities - Stay current on the latest technologies and advocate for relevant industry practices - Work collaboratively across functional teams to ensure seamless and effective interactions that produce measurable outcomes - Interview, hire, orient, train, evaluate, and manage department personnel, addressing sensitive issues and resolving complaints - Supervise all service requests and incidents, acting as the escalation point for urgent support issues - Generate service desk performance reports, determining work priorities for staff to ensure timely accuracy of outputs - Manage communications during downtimes and oversee Major Incident Response protocols - Implement department policies to meet predetermined objectives and ensure comprehensive coordination of service desk support - Partner with various teams, including Systems Support and Technical Engineering, to prepare for new programs and system updates - Maintain knowledge base articles to assist service desk staff in swift issue resolution