The NORC IT Service Desk Supervisor is responsible for day-to-day operations of the Service Desk. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
As a Supervisor, this role requires the management of a team of IT Service Desk staff within a Level 1 Service Desk organization. The Level 1 Service Desk agents are the first point of contact for users seeking assistance from IT. They process interactions primarily via phone, email and the service portal. The role will include oversight of approximately 5-8 staff members who provide an essential support function and serve as a central point of contact for customers and clients who need technical assistance at every level of complexity. The Service Desk’s mission is to reduce downtime across the enterprise by facilitating the coordination of support for the restoration of normal operational service, with minimal business impact on the customer, and within agreed service levels and business priorities. This role also requires creating strong partnerships across the organization to enable effective coordination and communication of critical issues to improve the customer experience.
|DEPARTMENT: Information Technology
NORC's Information Technology program provides technology services to our staff and clients. Given the critical role technology plays in our day-to-day lives, we are committed to providing professional, high-quality solutions in order to further our collective goal of advancing social science research.
- Oversees the operations of an enterprise-wide Level 1 IT Service Desk
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Manage the processing of incoming interactions to the Service Desk to ensure courteous, timely, and effective resolution of end user issues
- Design and enforce request handling and escalation policies and procedures
- Coordinate perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
- Track and analyze trends in Service Desk requests and generate statistical reports.
- Monitors and measures the performance and results of IT Level 1 Service Desk resources and provides direct and timely performance feedback
- 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
- Associate’s Degree in an Information Technology discipline or related field of study (e.g., Computer Science, MIS)
- One year of work experience supervising technical resources and 6 to 8 years of experience in providing technical support or help desk administration with an IT service desk in a mid to large sized organization (or equivalent experience)
- At least 2 years’ experience working with ServiceNow
- Solid understanding of IT Service Management principles with a strong preference for experience in ITIL based organizations
- Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
- Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
- Excellent leadership skills with the ability to execute short-range plans
- Ability to react quickly to issues, and develop both short and long term solutions
- Excellent time management skills and ability to multitask, prioritize, and pay close attention to details
- Ability to support applications during work off-hours and weekends when needed, ability to work independently, ability to display wide creativity
- Strong analytical skills as well as strong communication skills. Desire to work in a team environment. Detail oriented, organized, and able to juggle multiple tasks/projects with a minimum of supervision
|WHAT WE DO:
NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.
|WHO WE ARE:
For over 75 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.
NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.