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Service Desk Supervisor

3 months ago

Cottage Grove, United States Van Meter Full time
Title Service Desk Supervisor Description

Summary:

The Service Desk Supervisor plays a crucial role in supporting our purpose of being our customers' competitive advantage by leading the Service Desk team to resolve IT-related issues for all end users in an efficient and timely manner for Van Meter (VM) employee-owners. This working leadership position develops an effective framework for managing and improving customer support for the entire organization. This individual is responsible for building and retaining a qualified team of professionals by addressing the importance of managing Tier 1 and Tier 2 technical support requests. This individual is seen as a champion for the company and sets the example by promoting our culture, our 5 P's and our purpose to be our customer's competitive advantage.

Key Responsibilities & Essential Functions:

  • Motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees across locations
  • Delivers performance reviews and provides feedback to Service Desk employees in order for them to grow
  • Manages other Information Technology functions such as asset tracking for hardware and software, procurement process for purchases, billing, and contracts.
  • Ensure the Service Desk is structured to provide excellent customer service and follows industry best practices
  • Ensures that the IT Service Desk professionals answer calls of employees and troubleshoot and resolve PC, software, network and other hardware-related problems and issues
  • Develop and maintain formal procedures for consistency and increased productivity
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
  • Build a qualified Service Desk team through innovative hiring and training techniques
  • Implement innovative staffing and scheduling models for guaranteed coverage
  • Develop a customer care philosophy that ensures customer satisfaction
  • Analyze Service Desk performance through various statistical and reporting methods
  • Market the image of the Service Desk as a support group that advances the IT vision and strategy
  • Monitors and prioritizes ticket queues for urgent technical issues to be addressed
  • Addresses complicated support issues that are escalated by team members
  • Works closely with the IT Infrastructure Manager and Chief Technology Officer on department budget and expenses
  • Develops metrics and templates to evaluate technical support issue response times and solution solving skills of the team
  • Develops training frameworks and programs to help staff and employees stay current on new industry practices

Critical Success Factors:

  • Strong written and oral communication skills
  • Strong interpersonal skills
  • Strong customer service orientation
  • Ability to conduct research into technical issues and products as required
  • Ability to present ideas in user-friendly language
  • Highly self-motivated and directed
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Strong attention to detail
  • Self-Motivated
  • Dependable

Job Requirements/Specifications:

  • Bachelors degree in a related field or equivalent experience preferred
  • Minimum five years related experience required
  • Previous management experience preferred
  • Proven leadership and mentorship skills required
  • Working technical knowledge of a broad range of technology solutions including but not limited Computer and Collaboration solutions, Networking, and Enterprise Resource Planning (ERP) systems
  • Hands-on hardware troubleshooting experience
  • Good understanding of the overall business and how IT supports the business goals

Work Environment & Physical Demands:

  • O=Occasional, less than 1 time per week
  • S=Some, less than 1/3 of the time
  • F=Frequent, from 1/3 to 2/3s of the time
  • C=Consistent, more than 2/3s of the time
  • B=Blank, not required

O: Lifting, Carrying, pushing, climbing balancing, kneeling, crouching, crawling, non-standard shift work

S: Lifting, Carrying, pushing, reaching

F: Sitting, standing, walking, extended day

C: Working with hands, working with fingers, talking, hearing, works with others, customer contact

Full-Time/Part-Time Full-Time Shift First Position Service Desk Supervisor Location Cottage Grove About the Organization EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.

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