Service Desk Supervisor

6 hours ago


Kennedy Space Center, United States Universal Orlando Full time
Job Title: Supervisor, Service Desk

Universal Orlando Resort is seeking a highly skilled and experienced Supervisor, Service Desk to join our team. As a key member of our IT department, you will be responsible for supervising and coordinating the Service Desk Team Member and operations.

Job Summary:

The Supervisor, Service Desk will be accountable for managing the day-to-day operations of the Service Desk, including status reporting on phone volumes, ticket entries and escalations, and Team Member scheduling. You will work closely with the Parks Technology Support Groups to ensure that Service Level Agreements (SLAs) are being met to increase overall customer satisfaction.

Key Responsibilities:
  • Coach and develop the Service Desk team by providing performance feedback and evaluating team member development plans and annual performance appraisals.
  • Oversee and monitor Service Desk team operations, including inbound support channels such as email requests, incident management and support calls.
  • Motivate and engage the support team to meet department and company goals, and communicate new information or tasks assigned to the Service Desk.
  • Screen the qualifications and experience of applicants, interview candidates and make primary recommendations to Service Desk Manager.
  • Produce and distribute performance metrics to help monitor and evaluate compliance with current SLAs.
Requirements:
  • 5+ years' experience with supporting client device support, networked computer systems, client and server operating systems, Active Directory, and Microsoft 365 platform.
  • Preferred knowledge of POS systems, network troubleshooting, scripting (PowerShell/Python), Printer Management, Microsoft Power Platform or similar low/no code automation platform, VPN, and AS400/iSeries.
  • 2+ years experience managing and developing employees, preferably in the customer service or information technology fields.
  • 2+ years experience in a lead or senior analyst role serving as the point of escalation for technical issues, developing technical documentation, and technical subject matter expert on a service desk or related information technology field.
Preferred Qualifications:
  • ITIL certification.
  • 4+ years of experience in a theme park technical support role.
What We Offer:

Universal Orlando Resort offers a competitive compensation package and a dynamic work environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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