Supervisor, IT Service Center

Description

Supervises a team of IT Service Center Specialists and oversees the daily operations of the IT Service Center.

1. Oversees the daily operations of the IT Service Center which provides technical and procedural assistance to the company.

2. Ensures processes and service levels are maintained.

3. Supervise team of Specialists to provide world class service.

4. Provide weekly/monthly/daily/ad-hoc operational reporting.

5. Identifies issues/trends and communicates them to system owners.

6. Plays a key role in scheduling and staffing decisions.

7. Monitors team member performance to ensure quality and productivity standards are being achieved.

8. Provides coaching and on-the-job training to improve team performance.

9. Identifies individual and group training requirements.

10. Coordinates tasks with Project Management to achieve company objectives.

Qualifications

1. Retail experience required.

2. College degree or equivalent work experience required.

3. Three to five years of experience in a leadership/supervisory role within a support environment required.

4. Working knowledge of current hardware and software technologies required.

5. Strong interpersonal skills, de-escalation, and customer service skills required.

6. Strong organizational, analytical, mathematical, and oral/written communication skills required.

7. Strong prioritization, multitasking, time management and organizational skills required.

8. Excellent professionalism, customer service, and communication skills required.

9. Ability to interact successfully with all levels of management within IT and the company.

10. Ability to manage escalations and problems and successfully and work with the team to provide resolution.

11. Ability to be part of a high functioning, but lean, team/family work environment.

12. Ability and skill to provide world class service to all incoming contacts to ensure a great experience and single contact resolution required.

13. Highly proficient with ServiceNow ITSM products is preferred.

14. Ability to work a flexible schedule including evenings, weekends, holidays, and on call rotation required.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.