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IT Service Desk Supervisor

Company: Western States Equipment Co
Location: Meridian
Posted on: October 30, 2019

Job Description:

ESSENTIAL FUNCTIONS:

* Oversees the development, implementation, and administration of Service Desk policies and processes using the ITIL framework.

* Manages the processing of incoming tickets to ensure courteous, timely, and appropriate prioritization / escalation of end user issues.

* Acts as an escalation point for difficult or contentious customer calls.

* Ensures Service Desk staff are meeting or exceeding expectations in regards to performance, meeting defined metrics, and following processes to provide excellent customer service. Administers resource and staff capacity planning / scheduling.

* Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; authority to hire and terminate employees.

* Trains, coaches and mentors PC Technicians / Service Desk staff. Ensures appropriate training for new and existing staff.

* Develops, monitors and provides reporting on Service Desk metrics. Performs analyses to improve customer service.

* Develops system for customer satisfaction measurements and performs analysis and reporting.

* Installs and maintains computer hardware, software, and peripherals in a network environment.

* Provides on-site and remote user support where some extended hours and travel within the territory may be required.

* Pursues issue resolutions by working with technology providers.

* Develops and enhances Service Desk tools and implement automation techniques to optimize routine system tasks.

* Oversees IT purchasing, inventory control, and some outsourced services including copier / print management.

* Ensures PC software licensing compliance.

* Oversees the development and communication of help documentation for end users.

* Promotes and manages all customer care standards.

* Actively cares and advocates safety at Western States. Promotes and manages safety at Western States. Ensures employees, vendors, and customers have a safe work environment. Adheres to and manages all applicable safety policies, procedures and standards.

* May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.

* Works within and promotes corporate vision, mission, and values of the organization.

* Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

* Strong Service Desk knowledge using the ITIL framework and IT Service Management tools.

* Ability to install and troubleshoot Microsoft operating systems, the Office suite, and other software in a corporate Windows network.

* Ability to troubleshoot complex PC issues and perform root cause analysis.

* Ability to develop and maintain effective working relationships with others.

* Ability to organize work, prioritize tasks and multi-task.

* Good written and verbal communications skills including excellent customer service and telephone skills.

* Good system documentation capabilities with attention to detail.

* Ability to perform off-hours support and maintenance which may include nights, weekends, and holidays.

* Ability to perform job functions with general supervision.

EDUCATION AND EXPERIENCE:

* Requires an AA or BS degree in Information Technology, or related field or equivalent experience.

* Requires a minimum of 2 years of PC Technician experience.

* Requires a minimum of 1 year supervising a Service or Help Desk

* CompTia, Microsoft or Cisco certifications are preferred.

* Microsoft SCCM experience preferred.

* ITIL certification and experience with IT Service Management tools are preferred.

* Must be able to speak, read, comprehend, and write in English.

PHYSICAL CHARACTERISTICS:

* Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.

* Must be able to meet all safety requirements for applicable safety policies.

* Must be able to lift 50 lbs.

* Able to lift up to 50 lbs in accordance with Western States' Lifting Safe Work Practice to include amount and approach.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

EqualOpportunityEmployerDescription

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

PayTransparencyPolicyStatement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Western States Equipment Co, Meridian , IT Service Desk Supervisor, Other , Meridian, Idaho

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