The Supervisor of the I.T. Service Delivery is responsible for supporting various teams within the client services department ranging from Service desk to Desktop support. Primary skills will include, analyzing data using advanced skills in data gathering, root cause analysis, and other techniques to leverage information from technology systems to explain activity and solve business problems. An essential aspect of this position is to take substantial quantities of data and analytic results and condense them into a coherent story with clear, easy-to-follow conclusions. The results, informed by knowledge of the business, will be used to make actionable recommendations. This position requires a quantitative aptitude, a broad understanding of math, statistics, business, hands-on data analysis, and strategic thinking skills. The supervisor will recommend processes to automate reporting functions. Define and create new metrics and report layouts with the best visual aids to be reviewed by senior leaders and colleagues. The supervisor will participate in the leadership of the Service Delivery staff and work partner with the I.T. Manager Service Delivery and Director Client Services. This role will contribute significantly to enhancing the efficiency of the entire I.S. organization.
Minimum Education:
Associate degree in management information systems, computer science, data analytics, business, or equivalent experience
Minimum Experience/Accountabilities:
Minimum of five years of IT experience required with two years in a leadership role
Demonstrated experience in leading teams-oriented collaboration sessions
Demonstrated knowledge of report evaluation and analytics
Proven experience in implementing and supporting service-oriented tools
Proven experience in service-related concepts, practices and procedures including ITIL methodologies
Must demonstrate excellent written/spoken and communication skills
Analytical expertise to ensure quality and accuracy of data, process, design, and presentation
Ability to design and recommend escalation policies and procedures
Proven track record of developing and providing Service Level Agreements and Service Delivery deliverables
Strong attention to details and organizational skills
Experience with reporting and ticketing tools (ServiceNow, advanced Excel, SQL, dashboarding/reporting/visualization platform)
Analyze performance of Keck IT activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service
Collaborate with other departments to identify and analyze data metrics on behaviors and activity trends
Provide clear and concise statistical reporting
Assess need for any system reconfigurations based on trends and make recommendations
Contribute to the development of Knowledge Management for efficiency of issue resolution
Ability to conform to shifting priorities, demands, and timelines
Work with on-site and remote teams collaboratively
Ability to work independently with minimal supervision
On-call duties required as needed
Eighty percent remote work with expectations to be on-site as needed
