BUTTERFIELD is hiring a

Service Desk Supervisor

1 week

Permanent

The Service Desk Supervisor leads and oversees the Group Technology service management function, ensuring exceptional end-user experience and seamless IT support for Butterfield's Bermuda, Cayman and Halifax users. Your responsibilities will include: Team Leadership & Development Lead, coach, and mentor the service desk team to deliver consistent, high-quality IT support. Foster a culture o e of continuous improvement and knowledge sharing Implement performance metrics and development plans for team members. Manage specialist technical staff and external consultants effectively. Service Excellence Establish, implement and monitor service level agreements (SLAs). Drive customer satisfaction through responsive, solution-oriented support. Ensure service availability meets or exceeds business needs while optimizing costs. Create and maintain comprehensive documentation for service processes. ncident & Problem Management Coordinate timely and effective responses to service incidents. Allocate resources efficiently during critical incidents and provide regular status updates. Lead root cause analysis investigations to prevent recurring issues. Implement preventative measures based on trend analysis and historical data. Technology & Infrastructure Oversight: Maintain clear governance with defined roles, responsibilities, and audit trails Optimise the performance, functionality, and sustainability of all infrastructure components Proactively identify and address potential technology risks and vulnerabilities Balance operational stability with innovation and continuous improvement Stratea tegic Communication tegic Com mmunication Translate technical concepports on team performance, syste Translate technical concepts for non-t nical stakeholders Build colla sive reports on team performance, system health, and KPIs ships across all business units we as a bridge between technical teams and business leadership Qualifications & Skills Required: Experience & Education 3+ years in technical infrastructure roles with 2+ years in service management leadership Proven success in similar service delivery environments ITIL v4 certification (Foundation minimum, Practitioner or higher preferred) Bachelor's degree in IT, Computer Science, or equivalent experience chnical Proficiency Expert knowledge of service desk platforms and ITSM tools Strong understanding of configuration management and CMDB principles Experience with knowledge management systems and self-service solutions Proficiency in incident management, analysis, and problem-solving methodologies adership Qualities Exceptional communication and interpersonal skills Ability to remain calm and decisive during critical incidents ong organisational and prioritization capabilities Customer-focused mindset with commitment to service excellence Additional Requirements. Willingness to participate in on-call rotation for incident response Adaptability to evolving technology landscapes and business needs Collaborative approach to cross-functional team leadership

Salary

Not specified

Benefits

Not specified

Technology

Customer Support

BUTT

ContactBUTTERFIELDNo contact information available

Application DeadlineMay 20, 2025

Related Jobs

NEW

Service Desk Supervisor

Salary

Benefits

Related Jobs

Technology Assurance -Staff, Experienced Staff, Senior, Manager and Senior Manager

EY

Network Engineer - 3 to 6 Month Contract

The Phoenix Stores Limited

Road Tank Wagon Driver

RUBiS Energy Bermuda Ltd.

Desktop Solutions Engineer

Resolution Life Services (Bermuda) Ltd.

Liquor Store Manager

Serpentine Liquors

Cloud Infrastructure Engineer

Bermuda Monetary Authority

DESKTOP SOLUTIONS ENGINEER

Resolution Life

Technical Support Analyst

Somerset Reinsurance

Operations Manager

DropIt

Event, Rooms and Communications Coordinator

Bermuda College

Operations Manager - Technology

A.F. Smith

Reservations Manager

Grotto Bay

Senior Beauty Therapists/Estheticians

Three Graces Day Spa & Salon, Newstead Belmont Hills & Sisley Spa at the Loren, Loren Hotel

Concierge Agent

Hamilton Princess & Beach Club

Customer Service Ambassador

Butterfield

Guest Services Manager

St. Regis Bermuda Resort

Rooms Operations Manager

St. Regis Bermuda Resort

Church Secretary

Christ Church Warwick

GUEST SERVICE AGENT, SUMMER CAMP COUNSELLOR, MARINE MAMMAL SPECIALIST I & II, SENIOR MARINE MAMMAL SPECIALIST

DOLPHIN QUEST Bermuda

Security Engineer

Bermuda Monetary Authority

Browse Bermuda Jobs by Category

Got Questions About Jobs in Bermuda?

Key Articles

Bermuda Work Permit Job Categories Explained

Surprising Facts & Need-to-Knows About the Bermuda Work Permit System

Understanding Bermuda Work Permit Types: What Every Job Seeker Needs to Know