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Supv IT Service Desk

Location: 

Kingston 5, JM

Brand:  Optimum
Requisition #:  10574

Job Summary

The IT Service Desk Lead oversees daily operations to ensure high-quality technical support is delivered to Optimum USA’s internal users. This includes real-time monitoring of support queues and key performance indicators (KPI’s) via our interactive voice response (IVR) system and ServiceNow toolset, ensuring adherence to defined KPI’s and timely service delivery.
As the primary escalation point for the team, the Lead provides hands-on support for complex issues while fostering a culture of empathy, accountability, and continuous learning. With a servant leadership approach, they focus on coaching analysts, supporting team development, and promoting a collaborative work environment.
The Lead also manages workforce scheduling to align with business demand, including weekends and peak periods, and communicates staffing changes as needed. They are responsible for compiling accurate performance reports for leadership and ensuring that service metrics shared with the business are timely and reliable.

Responsibilities

•Oversee day-to-day queue management by monitoring ticket and call volumes through the IVR system and ServiceNow.
•Ensure team performance aligns with key service desk KPIs, including:
oAverage Speed of Answer (ASA)
oFirst Contact Resolution (FCR)
oAverage Handle Time (AHT)
oCustomer Satisfaction Score (CSAT)
•Act as the first point of escalation for complex or unresolved incidents and service requests.
•Schedule workforce coverage across shifts to align with business demand, including weekends, holidays, and peak activity periods.
•Communicate team member availability and out-of-office status to management and adjust staffing accordingly.
•Review and validate data for accuracy in reporting; deliver operational metrics and ad hoc reports to Service Desk leadership.
•Support onboarding, training, and mentoring of new analysts to ensure consistent service delivery and team development.
•Collaborate with cross-functional IT teams to coordinate support handoffs, issue escalations, and feedback loops.
•Assist in identifying gaps in processes or performance trends and recommend improvements.
•Contribute to knowledge management by reviewing and approving knowledge base articles created by the team.

Qualifications

•Preferred associate’s degree in information technology or related field, or equivalent experience.
•Minimum of 2 years in a service desk or IT support role, with at least 1 year in a team lead or senior analyst capacity.
•Proven experience in queue monitoring, workload balancing, and performance reporting.
•Strong understanding of service desk operations, SLAs, and KPI metrics.
•Exceptional communication and leadership skills with the ability to coach and support team members in a fast-paced environment.
•Experience with workforce scheduling and real-time coverage management.
•Proficiency with ServiceNow or similar ITSM platforms.
•Strong analytical, problem-solving, and organizational skills.
•Detail-oriented with a commitment to service excellence and continuous improvement.
Preferred Certifications
•ITIL Foundation Certification
•CompTIA A+
•HDI Support Center Analyst or Team Lead Certification
•Microsoft 365 Fundamentals (MS-900) or related platform certifications
 

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