Service Desk Supervisor

Service Desk Supervisor

At OceanFirst Bank, each one of our employees plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. We recognize that our employees are essential to our success, making OceanFirst a great place to work and do business.

Great benefits include: on-site fitness facility at Red Bank and Toms River headquarter offices, employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more! Apply today to make an impact in the local community!

About Your Role

The Service Desk Supervisor role is to lead daily delivery of in-house technical support so that the end users can accomplish business tasks. Provide guidance and serve as a point of escalation to Service Desk activities. Serves as backup support to IT Service Delivery Manager.

What You Will Do

1. Supervise and guide the day-to-day Service Desk activities. Ensure optimal in-house technical service delivery. 2. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Test fixes to ensure problem has been adequately resolved. Document processes and procedures for efficient operations. 3. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. 4. Serve as point of escalation for urgent issues, complex questions and problems. Support the troubleshoot process and research of complex inquiries. 5. Assists in providing training and coaching for development of new and existing support analysts. Ensures necessary training and tools are provided. 6. Ensures a high level of professionalism and customer service is delivered by analyst staff. 7. Assist in providing Level I Support (phones) when request volumes are high or as needed. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 8. Escalate problems (when required) to the IT Service Delivery Manager. 9. Assist with coordinating appropriate resource allocation to provide coverage for extended hours and weekend shifts to ensure all business needs are effectively met. 10. Apply diagnostic utilities to aid in troubleshooting. 11. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. 12. Perform post-resolution follow ups with IT Support Analysts as required. 13. Oversee the development of help sheets and FAQ lists for end users. 14. Reinforce SLAs to manage end-user expectations. 15. Work on-call emergencies and travels throughout company footprint as required. 16. Assists in providing guidance, leadership and expertise to staff. Ensure timely and meaningful performance management is administered to all team members.

What We Expect Of You

• Excellent analytical skills and knowledge of the Windows operating environment and Microsoft Office application software.
• Communicate clearly and accurately in verbal and written format. Ability to explain technical concepts to non-technical clients and users. Relay messages accurately. Interact in a pleasant, cooperative, and timely manner with internal and external personnel at all levels.
• Must be adaptable and capable of learning new software quickly.
• Excellent communication and problem-solving skills.
• Travel to other locations may be necessary. A valid Driver's License, in good standing, is required and access to a vehicle for use in the course of business.
• Create/run reports as requested by management on service management metrics.
• Familiarity with IT infrastructure, common technologies and ITSM Tools.

Your Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related technical field preferred.
• 3-5 years of experience in an IT Help Desk environment.
• 1-3 years of previous supervisory experience preferred.

Internal And External Contacts

• Frequent regional and inter-regional contact
• Frequent contact with customers in response to inquiries on all technology related issues
• Occasional contact with external providers

Working Conditions/Physical Requirements

Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.