Desktop Support Supervisor

Date: Sep 7, 2022

Location: US-NJ-Bridgewater, New Jersey, US

Company: Bausch Health

Must have Desktop support or HelpDesk experience and some leadership experience, preferably in a supervisory or a lead role.


Role Description:

The Service Desk Supervisor leads, guides the scope of services, and is responsible for effectively managing the service delivery of the helpdesk team to exceed customer expectations, set the organizational standard for customer engagement, and serve as a communication channel between customers and the IT organization.


Requirements & Responsibilities:

    • Coordinate information from Engineering, Tech Solutions and Education teams to align the strategic vision for the Service Desk and set the long-term direction of the Level 1 support team.
    • Utilize knowledge and understanding of best practices for service management as well as other relevant industry standards to establish and monitor productivity metrics.
      • Conduct regular assessments (SWOT, benchmarks) to ensure to ensure that the service desk is always improving.
      • Develop Business and Service Level Agreements to set expectations and measure performance.
    • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
    • Develop and use a complete understanding of Bausch Health’s business technology needs to identify and pursue service improvement initiatives.
    • Promote the Service Desk outside of IT, and work to ensure that it is properly viewed as a core business asset. Advise management on situations that may require additional client support or escalation.
    • Manage the incident management components of the IT Service Management system – (Service Now), monitoring and advising on functionality changes needed in the following modules:
      • Service Catalog, Incident Management, Service Level Agreement (SLA) configuration and management
      • Workflow and automation development
    • Colleague self-service (Level 0) and Helpdesk (Level 1) support
      • Oversee, expand and maintain the Knowledge Base to ensure top quality solutions are available for technicians, and colleague-facing documentation is current.
      • Daily management of 24x7x365 global support for all BHC colleagues
    • Vendor management of Service Desk team - (Accenture)
      • Phone, Email, Chat support
      • Major Incident tracking and escalation
      • Enhance Level 1 capabilities to reduce escalations to Level 2
      • Evaluate and ensure superior colleague experiences


3-5 years of Experience preferred; Bachelor's degree preferred