Service Desk Supervisor

Overview

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Location Address:

1000 S. 2nd Street
Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provides Service Request Intake Queue Management support for Weis Markets Enterprise. Acts as a liason and single point of contact for all associates that need service from Support Teams. Monitors and executes escalated follow up to all open and aging tickets, as needed. Seeks input from second and third level support groups for incident resolution. Maintains communication with associates to update on progress resolution and status. Verifies customer satisfaction and resolution in escalated situations, as needed. Acts as a resource / consultant in a supervisory role for the Service Desk Representatives to ensure proper routing of incidents and to provide guidance and instruction regularly and as needed. Leads major incident management scenarios and investigations Coordinates productivity levels in the service request intake queues. Frequently monitors workflows by physically and/or virtually surveying team engagement to identify improvement and training opportunities. Is the primary project stakeholder representing the Service Desk team's interests to identify opportunities for engagement and improvement.

KNOWLEDGE MANAGEMENT

The Service Desk Supervisor develops, organizes, and publishes documentation to provide a knowledge base to the Weis Service Desk. This role executes analysis of data and processes and is responsible for Service Desk Representative training, refresher courses, and may conduct training to existing staff to ensure consistency and accuracy of processes.

• Maintains organization of documentation relevant to delivery of Service Desk services to provide a knowledge base.
• Creates document templates to be used for published instructional or informational documents to provide a consistent method of information delivery for the Service Desk Representatives to quickly find and identify knowledge needed in a rapid time frame to contribute to first call resolution and reduce call handle time.
• Identifies the various knowledge bases used within the Service Desk and ensures all documents reside on all knowledge bases are consistent and searchable with key words.
• Acts as the administrator of all knowledge base documents within the Service Desk to ensure revisions are timely.
• Identifies areas of opportunity where triage and troubleshooting documents are needed, develops, trains, and publishes documents that contribute to accurate and consistent operations within the Service Desk.
• Designs Service Management Reports/Dashboards
• Performs Analytics with collaboration from Manager, Service Desk
• Identifies trends and service issues and options for mitigation for review with the Manager, Service Desk.
• Interacts with project teams to coordinate any needed training for new types of services or handling of issues and ensure adequate Service Desk coverage.
• Develops a resource plan to support new project deliverables being implemented into production from training of resources to go live support.
• Performs above tasks both independently and also as directed by/in concert with the Service Desk Manager.

Supervisory Responsibilities

• Coordinates staff to maintain a prioritized and efficient workflow for timely queue management.
• First line of approval for departmental communications such as severity notices and requested notifications.
• Directs Service Desk Representatives to knowledge base documents.
• Works independently toward generally defined objectives.
• Makes independent decisions while providing coordination and guidance to Service Desk Representatives.
• Responsible for Severity 1 Incident Response Management.
• Reaches out to other functional teams and/or Managers in lieu of, or at the direction of, the Service Desk Manager.
• Attends occasional management meetings in lieu of Manager, Service Desk
• Review Service Desk team work for accuracy
• Assists Service Desk Manager in performing quality reviews of Service Representative inbound phone calls, via either live or recorded call monitoring, and assists with providing relevant feedback, as needed.
• Monitors Service Request queues for productivity.
• First line of referral for Service Desk Representatives requiring assistance and for providing direction to Service Desk Representatives.
• Receives and reviews customer satisfaction surveys for opportunities to increase the level of service offered by the Service Desk.
• Conducts 1-on-1s with Service Desk Representatives and works with Service Desk Manager to build development plans for Service Desk Representatives.

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

• Typically requires an Associate's degree or higher in Information Technology, Computer Sciences, Business or related field.
• Certifications are a plus.
• Experience in a call center preferred.
• Should have significant project delivery experience.
• Should have significant Service Desk knowledge experience.

Technical Understanding and Knowledge

• Demonstrates proficiency with modern desktop and / or mobile computer technology.
• Demonstrates ability to show troubleshooting and problem-solving abilities.
• Ability to work in a stressful environment and accept deadlines with little supervision.
• Ability to construct meaningful sentences and has polished writing skills.
• Demonstrated ability to work with customers and callers in a professional manner.
• Demonstrates a working knowledge of Information Technology (I.T.) systems.
• Must be able to use interpersonal skills to influence others and provide leadership and direction.
• Must have the ability to communicate knowledge to others both verbally and in writing.
• Myst be highly organized and self-motivated.

Teamwork

• Receives general direction from and reports to the Manager, Service Desk.
• Works successfully with cross-functional project teams.
• Works independently toward generally defined objectives.

Internal Operations

• Needs extensive understanding of business processes and the relationship between them.
• Needs extensive understanding of escalation processes.
• Complies with and enforces standard policies and procedures.
• Possesses and demonstrates organizational awareness.

• Generally, operates under deadlines and may be subject to heavy workloads.
• Ability to interface with all levels and across organizational lines.

Reasoning Ability

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Skills, Abilities, and/or Training

The following qualities are required:

Ability to pass drug test. Hands-on experience with business requirements gathering/analysis. Strong understanding of information processing principles and practices. Good knowledge of applicable data privacy practices and laws. Exceptional analytical, conceptual, and problem-solving abilities. Exceptional understanding of the organization's goals and objectives. Superior written and oral communication skills. Excellent architecture and technical support documentation skills. Strong interpersonal and consultative skills. Ability to conduct research into emerging technologies and trends, standards, and products as required. Function independently and as part of a team under aggressive deadlines in a fast-paced environment. Exhibit interest and positive attitude toward all assigned work and strive for continued improvement. Able to put his/her hands-on experience to use and work as an individual contributor. Ability to present ideas in user-friendly language. Able to prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Familiarity with industry/technical terms and processes. Ability to work within strict time frames and resolute deadlines. Proficiency with the Microsoft® 365 Suite (Teams, SharePoint, Word, Excel, PowerPoint, Internet Explorer and Outlook).

The following qualities are helpful:

• Ability to work weekends on an occasional basis.
• Ability to work extended days on an occasional basis.
• Ability to work day or evening hours.

Certificates, Licenses, and/or Registrations

This position does not require certifications or a license.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. The associate is:

• Regularly required to do the following activities:

• Remain seated in a normal position for long periods.
• Use hands to finger, handle, and/or feel; the ability to type, pick, pinch with fingers, seize, hold, grasp or turn with hands, and perceive attributes of objects and materials, such as size, shape, temperature, or texture, by touching with fingertips.
• Perform continuous operation of a personal computer for four hours or more.
• Maintain balance while walking, standing, crouching, or running.
• Twist upper torso.

• Frequently required to walk about.
• Occasionally required to do the following activities:

• Climb stairs and/or ladders.
• Twist upper torso.
• Stoop, kneel, crouch, and/or crawl.
• Reach up and out with hands and arms.
• Lift to fifty (50) pounds and carry a distance of fifteen (15) feet.
• Push and/or pull up to ten (10) pounds a distance of ten (10) feet.

• Rarely required to do the following activities:

• Stand statically for long periods without a break.
• Lift up to one hundred (100) pounds and carry a distance of ten (10) feet.
• Push and/or pull up to one hundred (100) pounds a distance of ten (10) feet.

• Specific vision abilities required for this job include:

• Close vision (clear vision at 20 inches or less).
• Distance vision (clear vision at 20 feet or more).
• Color vision and the ability to identify and distinguish colors.
• Peripheral vision.
• Depth perception and the ability to judge distances and spatial relationships.
• Adjustable focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. The associate is regularly exposed to indoor conditions with a moderate noise level. There is flexibility between working in the office and working remotely.

Weis Markets is an Equal Opportunity Employer: Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.