Service Desk Supervisor

Service Desk Manager

Service Desk roles

Service Operation roles and responsibilities

The key to effective ITSM is ensuring that there is clear accountability and roles defined to carry out the practice of Service Operation. A role is often tied to a job description or work group description but does not necessarily need to be filled by one individual. The size of an organization, how it is structured, the existence of external partners and other factors will influence how roles are assigned. Whether a particular role is filled by a single individual or shared between two or more, the importance is the consistency of accountability and execution, along with the interaction with other roles in the organization.

The following roles are needed for the Service Desk.

In larger organizations where the Service Desk is of a significant size, a Service Desk Manager role may be justified with the Service Desk Supervisor(s) reporting to him or her. In such cases this role may take responsibility for some of the activities listed above and may additionally perform the following activities:

• Manage the overall desk activities, including the supervisors
• Act as a further escalation point for the supervisor(s)
• Take on a wider customer -services role
• Report to senior managers on any issue that could significantly impact the business
• Attend Change Advisory Board meetings
• Take overall responsibility for incident and Service Request handling on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event.

Note: In all cases, clearly defined job description s should be drafted and agreed so that specific responsibilities are known.

In very small desks it is possible that the senior Service Desk Analyst will also act as the Supervisor – but in larger desks it is likely that a dedicated Service Desk Supervisor role will be needed. Where shift hours dictate it, there may be two or more post-holders who fulfil the role, usually on an overlapping basis. The Supervisor’s role is likely to include:

• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Undertaking HR activities as needed
• Acting as an escalation point where difficult or controversial calls are received
• Production of statistics and management reports
• Representing the Service Desk at meetings
• Arranging staff training and awareness sessions
• Liaising with senior management
• Liaising with Change Management
• Performing briefings to Service Desk staff on changes or deployment s that may affect volumes at the Service Desk
• Assisting analysts in providing first-line support when workload s are high, or where additional experience is required.

Дата добавления: 2014-12-23