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IT NOC Supervisor

Request Technology - Craig Johnson

Posted on Jul 7, 2021 by Request Technology - Craig Johnson

Northbrook, IL 60062
IT
Immediate Start
$75k - $95k Annual
Full-Time


*We are unable to sponsor for this permanent Full time role*

Prestigious Enterprise Company is currently seeking a IT NOC Supervisor. Candidate ensures that operations are conducted appropriately for a team that provides initial levels of technical support for associates and systems with an aim to own and resolve issues with minimal touch time and minimal downtime.

Responsibilities:

  • Create, communicate and recommend changes to the Service Desk staffing schedules.
  • Monitor the service desk and operations queues and monitoring systems to ensure adequate coverage and appropriate response.
  • Observe and coach associates to ensure quality support is provided. Provide reviews and action formal performance management steps where appropriate.
  • Act as the first point of contact for management escalation for incidents and work orders.
  • Identify skill gaps and provide management reports that identify training opportunities.
  • Review daily, weekly, and monthly reports for level 1-3 support teams and ensure that all service level initiatives are being met.
  • Managed internal and self-service knowledgebase and ensure data is up to date and accurate.
  • Act as incident management process owner and drive ITIL process discipline across the organization.
  • Work with manager, partner teams, and tools and automation engineer to identify opportunity areas and ensure follow up/improvements are driven to closure. Own the creation and upkeep of a problem management process
  • Ensure incidents are escalated to technical owners and leadership for visibility. Ensure these are driven to closure in appropriate timeframes.
  • Gather information for key business stakeholders on a regular basis to provide incident reporting, trend analysis, and continuous improvement activities.
  • Provide backup support for other leaders or personal across the team.

Qualifications:

  • Bachelor degree in a technical field preferred, or equivalent work experience
  • Minimum of 2 years previous experience managing a Service Desk or NOC team in a medium to large size business (retail experience a plus)
  • Strong experience with ITIL or formal operations management practices
  • ITIL Foundations Certification preferredStrong familiarity with key ITIL disciplines (Incident, Problem, Change) and service management platforms (eg Remedy, ServiceNow)
  • Strong communication skills; ability to effectively interact with all stakeholders including leadership
  • Experience in a supervisory or leadership capacity
  • Familiarity with metrics and reporting
  • Working knowledge of troubleshooting end user problems, managing system alerts, and providing system and network administration
  • Knowledge of security best practices and risk landscape
  • Analytical mindset with the ability to review data, determine outcomes and drive systemic improvement across the environment



Reference: 1248783501

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