IT Service Desk Supervisor in Seffner, Florida at Rooms To Go

Date Posted: 12/11/2019

Job Snapshot

Job Description

POSITION SUMMARY

The IT Service Desk Supervisor leads a team of Analysts responsible for providing direct IT support to end users. The Supervisor will be responsible for the daily Service Desk operational processes for Access, Change, Event, Incident, Knowledge, and Request Management. The Supervisor will work with the ITSO Manager to ensure Requests are fulfilled and analyzed, Incidents and Problems are escalated, resolved and reported. Coverage includes all Rooms To Go Stores, Manufacturing Facilities, Distribution Centers, Corporate Centers and remote users based both in the US and Puerto Rico markets.

The successful candidate will possess aptitude for teamwork, analysis, and resolution of issues. The candidate will possess a passion for operational excellence, and will have excellent interpersonal and soft skills, to liaison with both IT and Business departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

RESPONSIBILITIES:

  • Immediate Supervision of the IT Service Desk team, their supported services, and functions.
  • Demonstrate sound business understanding and demonstrate ability to see "the big picture".
  • Ensure a high level quality of service (call monitoring, tickets documentation auditing, review transfer tickets, review and approve normal changes).
  • Ensure effective resource management of staffing and skill levels are maintained throughout operational hours by forecasting and managing shift staffing schedules.
  • Assist in the process of reviewing candidates, conducting interviews, making recommendations and administrating new hires, or promotions for Service Desk personnel.
  • Supervise staff training, providing management weekly updates on progress.
  • Undertake HR activities as needed (i.e. corrective action, staff adherence to the Employee Handbook).
  • Produce staff quarterly and annual reviews.
  • Evaluate and prioritize incoming email, unassigned and in-person requests for assistance from users.
  • Act as an escalation point for difficult or controversial end user calls.
  • Participate in on-call duties.
  • Assist analysts, engineers, managers and project leaders in providing first line support when workloads are high, or where additional experience is required.
  • Address tickets in a timely manner, accurately logging user requests and incidents. Escalate to Management or other IT departments, as necessary.
  • Liaison with senior management.
  • Liaison with Change management and Problem management.
  • Perform briefings to Service Desk staff on changes or deployments that may affect call volumes at the Service Desk.
  • Responsible for Meeting Incident management KPI and Goals for providing high quality service.
  • Report on quality of service to IT Service Operations Manager with quality issues for each representative, using and reviewing all assigned metrics, for the purpose of resolving issues and training.
  • Establish and maintain effective professional working relationships with IT managers, team members, clients, service providers and with all RTG departments.
  • Provide excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations.
  • Utilize and maintain in house Knowledge Base.
  • Independent analysis, communication and problem solving.
  • Involvement with project based tasks, releases and rollouts.
  • Second tier escalation point to other members of the department.

EXPERIENCE

  • Three or more (3+) years of professional work experience in IT support or technology team.
  • Two or more (2+) years of IT leadership experience.
  • Candidates need to have verifiable expertise with:
    • Mentoring and coaching others.
    • Windows Desktop OS, Windows Mobile OS, Mac OS
    • Local Area Networks, TCP/IP, Wireless technology
    • Microsoft Office products, Adobe products
    • User & Security Group Active Directory administration
    • Knowledge of various smartphones (iPhone, Android, Windows)
    • Remote Desktop and VPN for assisting remote users
    • Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, network connectivity, wireless LAN connectivity and mobile devices
    • Citrix Environment
    • VoIP systems
    • Candidates should be familiar with:
      • Call center technology
      • IT systems and terminology, including; Storage, Network, Applications, Database, Mobile Devices, Desktops, Active Directory.
      • IT Security Best practices.
      • Supporting retail, point of sale and distribution centers.
      • Payment Card Industry Standards.

EDUCATION AND TRAINING

  • Bachelor's degree in Computer Science or Information Systems, or an equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities to accomplish job description.
  • ITIL v3 Foundation.
  • Preferred formal training and/or certification in:
    • A+
    • Network+

PHYSICAL DEMANDS / WORKING CONDITIONS

  • Shift hours vary. Job requires working scheduled weekends and holidays and rotation on call.
  • 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 20 pounds.
  • The employee must be compliant with the Rooms to Go handbook and must follow Rooms To Go policies at all times.
  • The employee will be required to be on the phones for the duration of their shift.
  • The employee will be required to adhere to the corporate dress code policy.
  • 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.