IT Service Delivery Supervisor

  • Michigan Schools and Government Credit Union
  • 40400 Garfield Road, Clinton Township, MI, USA
  • Oct 28, 2020
Full time Finance Information Technology Other

Job Description

Overview of Responsibilities: Supervises IT service team by overseeing day-to-day operations to ensure delivery of quality service by defining and monitoring service level agreements (SLAs) and key performance indicators (KPIs) for service quality, incident, and problem resolution. Supports SLA and KPI reporting for the entire IT team. Ensures change control, ticket management, and other policies and procedures are followed and evaluates areas for improvement.

Essential Duties & Responsibilities:

  • Delivers a superior member experience by building strong relationships to effectively supervise the IT service team. Ensures a consistent approach to service delivery, member and team member satisfaction, operational, and people management.
  • Advises and consults with IT team members and organizational stakeholders on expectations, requirements, and potential issues related to service integration and operations in order to deliver member-centric solutions.
  • Demonstrates action orientation by effectively marshalling resources and taking on new opportunities and tough challenges with a sense of urgency and enthusiasm.
  • Consistently achieves results by creating and maintaining processes and support documentation to detail IT performance against defined SLAs and KPIs and providing timely reporting. Holds self and team accountable to meet commitments and achieve goals. Addresses performance gaps as needed.   
  • Directs work of the IT service team by planning, prioritizing, and scheduling activities to ensure incident, service, change, or project requests are completed within defined SLAs or project timelines. Provides clear direction, removes obstacles, delegates, and empowers to ensure team can work effectively.
  • Maintains a focus on continuous improvement by analyzing help desk activity and trends to enhance processes and procedures and ensure permanent solutions to recurring problems.
  • Maintains and enhances knowledge base documentation relating to configuration or resolution to ensure accuracy and readiness for use by the IT service team.
  • Effectively communicates major technical, system, or application issues (planned and unplanned) to the organization and provides status updates at appropriate intervals. Demonstrates an understanding of the unique needs of audiences with varying needs and abilities.   
  • Effectively manages conflict when assisting with escalated incident resolution by asking questions and listening closely to all issues presented and giving in-person, hands-on support to incident resolution as appropriate.
  • Drives engagement by aligning individual goals with organizational objectives, coaching and mentoring team to optimize performance, and creating a healthy environment where team members are inspired to do their best and achieve results. Performs day-to-day administrative tasks including invoicing and maintaining equipment inventory and procurement of some IT assets.
  • Serves as back-up support for IT Help Desk Technicians and IT Technicians as service needs require.
  • Adheres to the Information Systems Administration, Change Control, and IT Asset Management Policies and Procedures.
  • Gains the confidence and trust of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by addressing difficult issues.
  • Models self-development by actively seeking new ways to grow and be challenged using both formal and informal development channels. Readily learns and adopts new technologies.

Essential Knowledge, Skills, and Abilities:

  • Excellent relationship management skills with the demonstrated ability to influence team members, peers, members, and stakeholders.
  • Above average knowledge of computer hardware (desktop and servers).
  • Average knowledge of data processing theory (backups, redundancy, security, etc.)
  • Strong analytical, problem-solving, and conceptual skills.
  • Highly motivated and able to act independently.
  • Excellent time management with the ability to multitask effectively.

Essential Preparation and Experience:

  • Bachelor’s degree in Computer Information Systems or Business Administration, or equivalent combination of education and relevant work experience; and
  • 2 years of experience in an IT service delivery role, such as help desk technician; and
  • 2 years of supervisory and/or management experience, preferably with teams at multiple locations. Preference will be given to candidates with IT Service Desk Management experience.
  • ITIL, Six Sigma, or HDI certifications strongly desired.

Working Conditions:

  • Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
  • Occasionally required to travel throughout MSGCU's service area as business needs require.
  • Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
  • This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 30 pounds.
  • Normal working hours will be MSGCU’s standard branch and administrative office hours of operation, however, occasional after-hours maintenance and flexibility to be on call before/after normal work hours, including weekends and holidays, is required.