About DoubleVerify

DoubleVerify is the recognized market innovator with the technology & tools that accurately authenticate the quality of digital media & drive ad performance for the world's largest brands. DV provides media transparency & accountability to deliver the highest level of impression quality for maximum advertising performance. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital ecosystem that help build a better industry. Learn more at doubleverify.com.

About the role

DV is seeking an energetic & detail-oriented leader to supervise the DV Service Desk team. This role will ensure the team delivers high-quality IT support to all employees globally. As Service Desk Supervisor, you will need strong leadership & organizational skills to oversee daily operations, improve support processes, & maintain high levels of customer satisfaction. The Supervisor will work closely with other IT teams & internal business customers to ensure seamless coordination of support while fostering effective documentation & knowledge-sharing practices.

Key Responsibilities

• Supervise an outsourced team dedicated to the remediation of incident requests. 

• Coordinate the assignment of tickets & track request lifecycle to deliver optimal customer satisfaction.

• Conduct regular reviews of performance against defined SLA metrics & provide feedback to vendor & DV IT leadership. 

• Oversee daily operations, ensuring efficient resolution of support tickets & meeting performance targets.

• Act as an escalation point for complex technical issues & resolve them promptly.

• Monitor ticketing systems, analyze trends, & generate reports to identify areas for improvement.

• Identify recurring issues & recommend long-term solutions to reduce support

• Ensure a customer-centric approach in all support activities, maintaining high levels of satisfaction.

• Develop & enforce service desk policies, procedures, & best practices.

• Collaborate with IT & other business units to address cross-functional support needs.

• Communicate updates & best practices to team members & stakeholders.
  
  

Qualifications

Education & Experience:

• Bachelors degree in Information Technology, Computer Science, or a related field.

• 5+ years of experience in IT support, with 1-2 years in a supervisory role.
  
  

Skills & Knowledge:

• Strong understanding of IT support processes, systems, hardware, & software.

• Strong attention to detail

• Proficient in using Helpdesk tools & ticketing systems (e.g., Jira Service Management, Freshservice, ServiceNow).

• Excellent leadership, communication, & interpersonal skills.

• Strong analytical & problem-solving abilities.

• Excellent troubleshooting skills in Windows, macOS, & basic networking.

• ITIL certification or equivalent a plus

• Experience working with global teams
  
  

Why Join Us?

• Be a part of a global team delivering innovative IT solutions.

• Enjoy a collaborative & inclusive workplace.

• Develop your leadership skills while contributing to a high-performing team.