Shire Jobs

The IT Supervisor, Digital Service, is responsible for oversight of the Digital Service Desk and Service Operations staff. The primary goals of the Digital Service Operations team are to deliver efficient and high-quality solutions to our customers and to streamline and improve service delivery. The IT Supervisor, Digital Service promotes these goals by: Coaching, mentoring, and evaluating service analysts to deliver efficient and high-quality solutions to our customers Participating in the design, implementation, and support of service management flow, including service level agreements, within the organization to ensure that current and proposed service flows are consistent with the tools and capabilities the service teams can support Collecting and reviewing customer satisfaction data on service operations and sharing to improve team and company performance Defining, collecting, reviewing, and publishing relevant data and performance metrics with team members, customers, and partnering organizations Managing service management tasks related to the creation, collection, and dissemination of policy, process, and knowledge documentation Acting as a point of escalation and collaboration for service management within the team and with service partners Essential Functions Strategy & Planning Establish, document, and promote service operation standards Participate in the design, implementation, and support of service flow Compile and recommend wants/needs for the annual budgeting process regarding service management processes and technologies Promote service operations best practices and continuous improvement initiatives across service operations Assist in determining staffing and skills requirements Proactively mentor the team and partners in processes, best practices, and technical administration techniques Acquisition & Deployment Manage incoming requests for services and as appropriate, delegate work to service operations personnel, ensure proper handoff to other operational teams as required Interface with business and technical functions and establish/maintain support service levels with these partners to ensure support transitions are effective and efficient Operational Management Function as an escalation point when needed to support high impact incidents or requests Create and monitor performance management plans that address operational initiatives including associated metrics and deliverables Create and manage relevant, timely and effective communications paths Oversee the resolution of technical and operational issues assuring quality support is provided on a timely basis Set employee objectives, monitor, and evaluate performance and provide feedback and mentoring Participate in supporting all clients ensuring that the level of customer service provided meets or exceeds defined expectations and departmental goals and objectives Proactively evaluate potential service level problems and implement problem resolution initiatives designed to support continuous improvement Routinely identify and deliver to management, metric measurements as related to services provided Ensure satisfactory staffing exist on teams Prepare and conduct employee performance reviews for assigned service desk personnel and professional apprentices Create and maintain development plans for each team member, including training and skills assessments Incidental Functions Prepare and lead presentations as requested Provide training and documentation for supported applications Provide service desk support as needed Assist with other projects as may be required to contribute to efficiency and effectiveness of the work Attend, and periodically lead meetings in participation with the team Responsible for the hiring activities and fulfilling affirmative action obligations and ensur