Service Desk Operations Manager

2 weeks ago


Seattle, Washington, United States Starbucks Full time
Service Desk Supervisor Job Description

At Starbucks, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities.

Job Summary

We're seeking a highly skilled Service Desk Supervisor to lead and monitor the daily functions and workflow within our Service Desk. As a supervisor, you will provide leadership, direction, and supervision for our Service Desk analysts in a continuous support environment.

Key Responsibilities
  • Assist the department manager in establishing processes, procedures, and policies for the Service Desk.
  • Monitor daily workflow, including staffing, delegation, and reporting on identified metrics.
  • Monitor incoming and outgoing telephone calls, document user problems, and maintain service level agreements with user business units/departments.
  • Recommend training and provide feedback and coaching to partners.
  • Serve as a communications conduit across Information Technology support groups and affected customers during high-impact outages.
  • Supervise partners within assigned teams through managing performance, addressing employee relations issues, and making sound hiring decisions.
Requirements
  • Lead or supervisory experience - 3 years
  • Service desk or customer support environment supporting various hardware, software, and personal computer tools - 2 years
  • Strong leadership skills, with the ability to coach and mentor others
What We Offer

As a Starbucks partner, you and your family will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools.

*If you are working in CA, CO, IL, LA, ME, MA, NE, ND, or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.



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