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
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