Supervisor, Service Desk

DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications. 

AT DYOPATH, we're thrilled that we’ve been recognized as a “Great Place to Work” for four consecutive years! What’s the secret to our success? It’s our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.

At DYOPATH, we believe:

• You deserve to grow and feel empowered in your role.
• A fun, diverse environment allows you to bring your authentic self to work every day.
• Maintaining a healthy work-life balance is essential to our positive culture.

We can’t wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!

We are currently hiring an onsite Service Desk Supervisor in New York, New York! As a supervisor, you will manage a team of service desk analysts and field service technicians who provide both technical end-user support and onsite hardware support. This includes managing schedules, setting goals, providing training and coaching, and ensuring smooth coordination between remote and field service teams. The role is critical in ensuring that clients receive high-quality technical support and that both the service desk and field service teams operate efficiently. 

Essential Functions and Responsibilities:

Service Desk Responsibilities:

• Define and maintain service level agreements (SLAs) for service desk support.
• Ensure timely and effective resolution of technical issues reported by end-users.
• Develop and maintain technical documentation related to service desk support processes.
• Manage service desk budgets, including the procurement and maintenance of tools and software.
• Develop and maintain relationships with key stakeholders, including internal customers and vendors.
• Provide regular reports on service desk performance to senior management.
• Manage a team of service desk and field support analysts, including hiring, training, and performance management.
• Lead and participate in cross-functional projects related to service desk support and service delivery.
• Work with other IT teams to identify and resolve complex technical issues.
• Develop and implement service desk policies and procedures.
• Maintain up-to-date knowledge of new technologies and industry trends related to service desk support.

Field Services Responsibilities:

• Oversee the coordination and execution of onsite hardware support, including installation, maintenance, troubleshooting, and repair of computer systems, peripherals, and other equipment.
• Manage and dispatch field service technicians to resolve hardware issues at various client locations.
• Ensure field services team is aligned with SLAs and client expectations for hardware support and onsite services.
• Develop and maintain inventory control processes for hardware, including tracking equipment deployment, repair, and decommissioning.
• Collaborate with the Depot Manager and Field Services Manager to streamline logistics for hardware deliveries, returns, and repairs.
• Train field service technicians on proper hardware handling, troubleshooting procedures, and customer service best practices.
• Provide oversight for hardware support contracts and manage vendor relationships to ensure service quality.
• Create and implement standard operating procedures (SOPs) for hardware support tasks and field service operations.
• Monitor the performance of field service activities and ensure adherence to quality standards, providing feedback and coaching to the team as needed.
• Maintain a high level of client satisfaction by ensuring field services are delivered in a timely and professional manner.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• HDI Support Center Analyst (HDI-SCA)
• ITIL Foundation
• ITIL Practitioner
• 5+ years of experience in technical support, preferably in a service desk or field service environment.
• 5+ years of experience in a management or leadership role.
• Strong problem-solving skills and the ability to diagnose and resolve complex technical and hardware issues.
• Excellent communication and interpersonal skills.
• Experience with IT Service Management (ITSM) ticketing systems s