Supervisor, Technology Security Service Desk
OPPD is seeking a dynamic Supervisor, TS Service Desk! This key role will lead the Technology and Security (TS) Service Desk staff and have overall responsibility for the day-to-day activities and performance of the Service Desk. The Supervisor is responsible for ensuring the Service Desk staff provides outstanding technical support and service to Business Partners (BP) while striving to achieve First Call Resolution (FCR) for reported incidents and service requests. The leader will play a key role in creating a culture focused on systems availability and continuous improvement.
Management of People: Effectively apply OPPD' s Management Leadership Practices (MLPs) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection, and ongoing development.
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Managerial Planning: Work with TS Management to set realistic, challenging goals. Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development.
Accountable for overseeing the day-to-day operations of the Service Desk, ensuring sufficient staffing coverage is provided across the scheduled operating hours to respond to phone calls, Business Partner generated tickets and system-generated tickets.
Assign staff to work with cross-functional teams to support various work requests and activities.
Create, maintain, and implement processes and procedures that guide the appropriate response to the requests and problems regularly reported to the Service Desk.
Evaluate TS service work performed across the organization and seek options for automating work whenever possible. Drive work that is not able to be automated to the Service Desk and create procedures to standardize the work to ensure it is performed with high quality and in a consistent manner