Desktop Support Supervisor in Arlington, Texas at Rooms To Go

Date Posted: 7/25/2020

Job Snapshot

Job Description

The Customer Advocacy & Technology Support (CATS) Field Services Supervisor provides leadership and support to the Information Technology Infrastructure (ITI) Team. The CATS Field Services Supervisor oversees field service personal who perform on-site routine services including service restoration, installations, scheduled maintenance, and decommission of IT Infrastructure equipment. Responsibilities include maintaining a support matrix of technology and process matched with employee skills. The CATS filed services supervisor will facilitate employee development through maintaining training plans, and the development and communication of goals and objectives. Additionally, this position will support a customer centric philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues and delivery of services. The ability to provide leadership with handling projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.

Essential Duties and responsibilities



ACCOUNTABILITIES:

• Manage the operational level targets and goals for the CATS organization, its personnel, services and functions.

• Respond to the organization's changing business requirements reducing incidents, disruption while maximizing value and decreasing re-work.

• Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.

• Inspire internal teams to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.

• Lead service improvement initiatives, manage change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.

• Impact the operational effectiveness of IT systems by ensuring that the daily activities needed to manage the IT services and the supporting IT infrastructure are conducted in the most efficient manner possible.

• Develop and mentors team through establishing performance expectations, training plans, career objectives, mentoring behaviors, and administering disciplinary actions as needed, and build a customer centric culture.

• Prioritizes workload, conduct effective resource management to ensure adequate capacity for current and forecast needs.

• Conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel.

• Maintain human resource and education plans to ensure staff is trained and career objectives are clearly understood by the team.

• Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.

• Evaluates and recommends prospective technology suppliers in accordance with the Supplier Strategy.

• Reviews and approves service tickets, expenses for travel, supplies, hardware and software.

• Managing and monitoring of service levels with internal customers and vendors.

• Identify critical success factors for the support operation and drive the development of metrics and reporting to better target and measure success.

• Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.

• Performs Continual Service Improvements through monitoring performance against established targets, identifying areas of opportunity and driving improvement and organizational maturity.



 

KEY OUTPUTS:

• Service Review with key business stakeholders.

•Service improvement proposals for innovation and project ideas.

• Reporting on Resource utilization and resource plans.

• IT service performance metrics, including Health Check Metrics for key supported IT services.

•Process and procedure documentation for End User Support, Asset Management and IT Facilities.

• Effective employee reviews, driving results, improvements and performance.

• Project leadership, documents and reporting.

• Support Matrix / Education / Training Plans for staff development.

• IT Systems Health Checks & Facility Audits

• Approval and publishing of technical documentation



 

KEY RELATIONSHIPS:

• IT users, staff, and management.

• IT business partners and stakeholders.

• IT Infrastructure Service Strategy, Service Transition, IT Security, Project Quality Office, Application Development process owners and Vendors. 



 

KEY PERFORMANCE INDICATORS:

• KPI: Qualified and trained team of professionals

• KPI: Effective KPIs as agreed with management regarding IT Service Operations and other functions.

• KPI: Effective Project Management Leadership.

• KPI: Meet or Exceed expectations on customer survey scores

• KPI: Published knowledgebase articles



 

DIMENSIONS/SCOPE:

• Supports users in several different RTG locations

• Participates in and supports cross technology process improvement initiatives.



• Includes travel 20%-30%.

 

DECISION-MAKING AUTHORITY:

• Implements changes and new IT services.

• Contributes to design of operational processes, measures/metrics.

• Delegates effectively to staff.

• Presents options and recommendations to management for key decisions.



 

VALUE-BASED BEHAVIORAL COMPETENCIES:

Integrity:

• Demonstrates commitment to RTG and its customers.

• Takes personal responsibility for words and actions.

• Maintains consistency between words and actions.

• Acts in compliance with department, company, and industry standards.



 

Performance:

• Holds self and others accountable.

• Demonstrates drive to excel.

• Exhibits mature self-confidence.

• Achieve Results



 

Progressiveness:

• Demonstrates flexibility and change.

• Demonstrates analytical thinking.

• Exhibits customer service orientation.

People Management and Development:

• Motivates individuals and teams

• Recruits, retains and develops talent

Leading for Business Results:

• Turns vision into focused action

• Demonstrates financial business acumen

• Thinks and acts at a strategic level



 

Teamwork:

• Exhibits teamwork and collaboration.

• Understands and influences others.

• Communicates effectively.

Qualifications

A combination of the experience, education, and training listed below which provides an equivalent background to perform the work of this position.

experience

• Required: Five or more years of relevant professional work experience in supporting an enterprise desktop environment.

• Candidates need to have verifiable expertise with:

o Mentoring others.

o Being a high performer in an IT Management Team and proficient with project management skills.

o Written and verbal communication .

o Presentation of technical information.

• Candidates should have advance knowledge of:

o ITIL Fundamentals.

o Working with service levels

o ITSM tools

• Candidates should be familiar with:

o Project Management Methodologies

o Supporting retail and warehouse environments

o Desktop and Systems Management concepts and tools such as SCCM

Education and Training

• Required: Bachelor's degree in computer science or information systems or an equivalent combination of education and 2 years minimum in IT management

• Required: ITIL v3 Foundations

• Required: Formal training in Network Infrastructure

• Required: Formal training in IT Asset Management

• Required: Formal training in Data Center and Facilities Management

• Required: Formal training in IT Project Management

physical demands / working conditions

• Occasional after-hours or weekend work may be required.

• Employee will be responsible for critical infrastructure and will be required to be accessible via cell phone outside of normal business hours.

• The physical demands and characteristics of the work environment described here are representative of those occurring in the performance of the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.

• The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• This position works in an office, and the noise level in the work environment is usually low to moderate. While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals, i.e. copier toner.

• This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.