Service Desk Supervisor

Job description

Job Description

It’s about being the person that wants to see other succeed.

Are you a customer experience champion? Do you love serving others and enjoy lending a helping hand regardless of the issue? Do you strive to lead by example and want to play an integral role in the development of your team? If so, then the Service Desk Supervisor role might be for you!

At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled financial services.

Who you are:

As a Service Desk Supervisor, you are our leader, providing guidance and support to every single specialist on your team. In this role, you will be responsible for providing training and coaching to Service Desk Specialists on department and organization policies and procedures. Our supervisors are creative problem-solvers and aren’t afraid to monitor incoming tasks for Service Desk to identify trends in user incidents, requests or escalations that may require further investigation. You set the standard for what it means to work for Frost and play an integral role in the maintenance of our high standards.

What you’ll do: - Provide training and coaching to Service Desk Specialists on department and organization policies and procedures - Conduct performance appraisals and provide input regarding staffing, promotions, and terminations - Monitor incoming tasks for Service Desk to identify trends in user incidents, requests or escalations that may require further investigation - Manage the Service Desk docket to ensure the team resolves issues in an efficient, effective, and timely manner - Maintain the Service Desk Knowledge Base; validate applications, services and processes are documented and updated - Perform quality assurance reviews by auditing ticket documentation and phone etiquette - Run daily, weekly, and monthly production and SLA reports to leadership - Always take action using Integrity, Caring, and Excellence to achieve all-win outcomes

What you’ll need: - 4+ years of experience in operations, incident management, or relative technical communications - Ability to effectively delegate work and manage a ticketing queue - Demonstrated experience with troubleshooting applications, servers, networks, and endpoint devices - Ability to multi-task and prioritize tasks - Competent knowledge and understanding of ITIL framework - Excellent written and verbal communication skills - Proficient in Microsoft applications

Additional Preferred Skills: - Bachelor’s degree in information technology, computer science, or a related field - 3+ years of experience working within ServiceNow Incident, Change, and Problem modules - ITIL v3/v4 certified

Our Benefits:

At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:   - Medical, dental, vision, long-term disability, and life insurance - 401(k) matching - Generous holiday and paid time off schedule - Tuition reimbursement - Extensive health and wellness programs, including our Employee Assistance Program - Training classes and leadership development - Referral bonus program + more!

Since 1868, Frost has dedicated their expertise to provide exceptional banking, investment, and insurance services to businesses and individuals throughout Texas. Frost is one of the 50 largest U.S. banks by asset size and is a leader in banking customer satisfaction. At Frost, it’s about being part of something bigger. If this sounds like you, we encourage you to apply and see what’s possible at Frost.