IT Service Desk Supervisor
Job Description:
The IT Service Desk Supervisor leads a team of Analysts responsible for providing direct IT support to end users. The Supervisor will be responsible for the daily Service Desk operational processes for Access, Change, Event, Incident, Knowledge, and Request Management. The Supervisor will work with the ITSO Manager to ensure Requests are fulfilled and analyzed, Incidents and Problems are escalated, resolved and reported. Coverage includes all Rooms To Go Stores, Manufacturing Facilities, Distribution Centers, Corporate Centers and remote users based both in the US and Puerto Rico markets.
The successful candidate will possess aptitude for teamwork, analysis, and resolution of issues. The candidate will possess a passion for operational excellence, and will have excellent interpersonal and soft skills, to liaison with both IT and Business departments.
Responsibilities:
• Immediate Supervision of the IT Service Desk team (5-10 analyst), their supported services, and functions.
• Ensure a high level quality of service (call monitoring, tickets documentation auditing, review transfer tickets, review and approve normal changes).
• Ensure effective resource management of staffing and skill levels are maintained throughout operational hours by forecasting and managing shift staffing schedules.
• Supervise staff training, providing management weekly updates on progress.
• Produce staff quarterly and annual reviews.
• Participate in on-call duties.
Qualifications:
• Three or more (3+) years of professional work experience in IT support or technology team.
• Two or more (2+) years of IT leadership experience.
• Candidates need to have verifiable expertise with:
• Mentoring and coaching others.
• Windows Desktop OS, Windows Mobile OS, Mac OS
• Local Area Networks, TCP/IP, Wireless technology
• Microsoft Office products, Adobe products
• User & Security Group Active Directory administration
• Knowledge of various smartphones (iPhone, Android, Windows)
• Remote Desktop and VPN for assisting remote users
• Troubleshooting laptops, desktops, tablets, printers, phones, thin client devices, network connectivity, wireless LAN connectivity and mobile devices
• Citrix Environment
• VoIP systems
• Candidates should be familiar with:
• Call center technology
• IT systems and terminology, including; Storage, Network, Applications, Database, Mobile Devices, Desktops, Active Directory.
• IT Security Best practices.
• Supporting retail, point of sale and distribution centers.
• Payment Card Industry Standards.
• Bachelor’s degree in Computer Science or Information Systems, or an equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities to accomplish job description.
• ITIL v3 Foundation.
• Preferred formal training and/or certification in:
• A+
• Network+
Founded in 1991, Rooms To Go is one of the largest and fastest growing furniture retailers in the US with over 250 stores in ten southern states, eight distribution centers and an e-commerce business. Rooms To Go offers a collaborative work environment within a supportive culture.
Rooms To Go Benefits:
• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts including furniture
• Company paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more!
Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.
Applicants must be authorized to work in the U.S.