IT Service Desk Supervisor

1 month ago
Job ID
# of Openings
Information Technology


Intermex Wire Transfer, a leading provider of money transfer services in the U.S. to Latin America, has an opportunity to join its Information Technology Team as an IT Service Desk Supervisor. The IT Service Desk Supervisor’s role is to oversee all IT Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of IT Service Desk functions. The IT Service Desk Supervisor is also responsible for planning, designing, and analyzing the organization’s IT Service Desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The IT Service Desk Supervisor is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The IT Service Desk Supervisor will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. Bilingual (Spanish/English) written and spoken fluency is required.


Operational Management

  • Manage the processing of incoming calls to the IT Service Desk call center via both telephone and e-mail to ensure courteous, timely and effective resolution of internal and external end-user issues.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in incidents and change requests and generate statistical reports.
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end-users.
  • Attend training seminars to broaden knowledge of current and future IT Service Desk issues and technologies.
  • Oversee the development, implementation and administration of IT Service Desk staff training procedures and policies.
  • Train, coach and mentor IT Service Desk Technicians.
  • Manage the overall desk activities and staff.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Generate monthly Cisco UCCX’s call statistics reports for management.

Strategy & Planning

  • Develop and communicate Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of IT Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of IT Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.

Acquisition & Deployment

  • Conduct research on emerging products, services, protocols and standards in support of IT Service Desk technology procurement and development efforts.
  • Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Ensure appropriate training initiatives for new and existing staff.
  • Collaborate with the Purchasing Department for deployment tasks and end-user service delivery.

Supervisory Responsibilities

  • Supervise a team of technical support representatives
  • Develop job scheduling plans on a weekly basis
  • Coach TSRs on technical and functional skills
  • Provide annual performance reviews
  • Evaluate and hire new staff members as needed


 Formal Education

  • Bachelor’s degree in Computer Science, Computer or Industrial Engineering, Information Systems or related technical field or equivalent technical or trade business professional work experience required.
  • Minimum 4 years of experience in technology (previous Service Desk supervision experience preferred). Must have an understanding of user technology environments and call center technology.


  • ITIL Intermediate Certification is required (preferred emphasis on Service Lifecycle modules).
  • PMP, Six Sigma, Lean or similar certifications a plus.
  • Microsoft MCSE a plus

 Knowledge & Experience

  • Bilingual (Spanish/English) written and spoken fluency is required.
  • Deep-seated experience with Windows desktop systems support.
  • Experience with Cisco UCCX-based call centers a plus.
  • Extensive Windows and web-based application support experience.
  • Knowledge of PC and peripherals hardware.
  • Working knowledge of common Windows diagnostic utilities.
  • Proven track record of developing and providing SLAs and IT Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.

 Personal Attributes

  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Exceptional interpersonal skills and customer service orientation, with a focus on listening and questioning skills.
  • Ability to conduct research into support issues and end-user products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment.


About Intermex Wire Transfer, LLC:

We are everywhere that matters. Close to you. Close to your loved ones. 

When it comes to money remittance services, Intermex is a leader you can trust. With a state-of-the-art system, and a network of more than 30,000 payer locations, the company offers services in 45 American states and in 16 Latin American countries. Computer and telephone-based options are available for convenient wire transfers. 

Visit us at: 

Mission and Vision 
To be the preferred provider of money transfer services, both in the United States and in Latin America. Focused on excellence, we always strive to provide unsurpassed quality customer service. 

Intermex is a growing organization and is searching for TOP TALENT. We currently have a variety of employment opportunities.

All Jobs at Intermex Wire Transfer, LLC



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