IT Service Desk Supervisor

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Requisition ID: 20755

Remote Work Available: No

Job Title: IT Service Desk Supervisor

Department: Information Technology

Reports to: Service Desk Manager

Location: Remote, unless employee resides in the Tallahassee, FL or Tempe, Arizona metropolitan areas

Position Summary:

The IT Service Desk Supervisor is responsible for managing a team of Service Desk Technicians who provide end users and customers with technology-related support. Their responsibility includes the management of various processes and procedures related to the identification, prioritization, and resolution of end user issues and/or requests, as well as the monitoring, tracking and coordination of various Service Desk functions. The IT Service Desk Supervisor will also provide leadership and have accountability in the areas of people management, talent development, operations management, knowledge management, service interruptions / outage management and some budget management (in partnership with the Service Desk Manager).

This person must have a strong technical background, experience utilizing and managing IT Service Management tools and a proven track record of improving customer interactions and driving out costs within our operating model. The ideal candidate for the position will exhibit exemplary customer service and execute upon the Departments goal of excellence in support.

Key Responsibilities:

• People Management / Talent Development
  • Accountable for talent acquisition (e.g., hire, train, retain, etc.) and/or the release (when appropriate) of Service Desk employees.
  • Establishes performance expectations and goals for the team; manages the performance of direct reports.
  • Plans and conduct performance appraisals of direct reports and administers disciplinary action, raises, bonuses and promotions when appropriate.

• Fosters the growth and professional development of direct reports; ensures that talent development is a priority within the team.
• Provides leadership and support for direct reports to ensure they understand, meet and/or exceed service level agreements in the areas of productivity, quality, and customer service.
• Plans, develops, and facilitates training, including development of the material, for the Service Desk team.
• Manage the scheduling of Service Desk employees and ensure adequate coverage across all shifts within approved budget parameters.

• Operations Management
  • Oversee the daily operations of the Service Desk, including monitoring and management of the ticket queue, ensuring tickets are assigned properly and worked timely, ensuring established SLAs are met, etc.
  • Serves as the initial technical escalation point for inquiries, concerns, etc. within the Service Desk.
  • Manages customer escalations and conflicts to resolve issues, rebuild customer trust, and identify the underlying causes of concern to prevent reoccurrence.
  • Tracks and analyzes ticket trends within Service Desk and generates reports to management periodically.
  • Ensuring that all processes and procedures leveraged by the Service Desk are thoroughly documented, consistently audited, and regularly improved.
  • Reviews survey data/feedback and develops corrective action plans to improve services, tools, and end-user experience.
  • Identifies, recommends and/or executes continuous improvements to improve or streamline employee productivity, efficiency, and customer service.
  • Drive maturity and end-user adoption across automation solutions and self-service capabilities.
  • Collaborate with internal & external teams to implement new technologies to improve operational efficiency.
• Knowledge Management
  • Incorporates and/or refine processes to manage the creation, update, and retirement of documents within the knowledge repository.
  • Ensures that the knowledge repository (e.g. standard operating procedures, knowledge articles, etc.) remains accurate, current, and relevant.

• Ensures the content development and curation of the IT knowledge base and procedural documentation.

• Service Interruptions / Outage Management
  • Serves as the primary point of contact for the Service Desk during service interruptions, system performance degradation, outages, etc as needed.
  • Engages during SEV1/SEV2/SEV3 SWAT situations (verbally and in writing) via phone, Teams call/chat, etc. and ensures that Service Desk related tasks are executed and/or addressed, including but not limited to, the following:
    • Share the number of tickets received and/or type of information being reported by impacted users.
    • Ensure that Service Desk employees contact stores to obtain or confirm information associated with the issue.
    • Ensure that Tech Comms are sent timely in alignment with standard operating procedures, etc.
  • Captures notes during outages to assist with retrospectives and root cause analysis; publishes the notes timely in a storage location mutually agreed upon with the Enterprise Applications team.
  • Complete a postmortem report.
• Budget Management / Misc Responsibilities
  • Partners with the Service Desk Manager to ensure budget levels are met and aligned with strategic objectives and operational needs.
  • Carries out other duties which are within the IT Service Desk Managers skills, competencies and abilities whenever reasonably instructed.
  • Ensure that company Policies, Standards and Standard Operating Procedures (SOPs) are adhered to.
  • Serve as a back up for Major incident Manager

Qualifications:

• Associate or bachelors degree required in Information Systems, Technology, or similar field; or minimum 3-5 years of equivalent IT work experience (e.g. Call Center, Service Desk, Technical Support, etc.).
• ITSM and/or ITIL certified preferred.
• Excellent communication skills, both written and verbal.
• Ability to assist non-technical individuals with complex technical issues and to exercise diplomacy, sound judgment and tact.
• Experience working in a team-oriented, collaborative environment.
• Must have a passion for customer service and problem solving.
• Ability to establish and maintain effective working relationships with employees, peers, leadership, customers, and internal/external partners.
• Ability to multi-task and work in a dynamic fast paced changing environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to work with internal and external partners to find efficiencies and implement improvements (e.g. process, tools, etc.).

• Individually motivated and can work autonomously; does not need to be micro-managed.
• Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with minimum direction and supervision.

Physical Requirements:

• Long periods sitting, typing, and reading from a computer screen may be required.
• Must be able to speak and communicate verbally at conversation levels with co-workers, vendors, etc. (Moderate noise)

Work Schedule:

• 40+ hours weekly with flexible hours depending on department needs. Must be available to work evenings, weekends, and some holidays to ensure adequate managerial coverage within the team. On call schedule.

Please apply directly through our official careers site or authorized recruitment channels. Using third-party application services may create issues with your applicant profile and lead to processing delays.

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.

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