Supervisor IT Service Desk
Supervisor IT Service Desk
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$ 82000 - 92000
1 Vacancy
Job Description
Overview
The IT Service Desk Supervisor is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate retail and distribution centers. This role supervises our Service Desk team in our Ohio Distribution Center and Westwood MA office and is a handson IT support resource. They are a member of the Incident Management team and act as a backup for the IT Support management team as needed. This role reports to the Sr. Manager IT Support Services.
What Youll Do
- Supervise and own daily operations of the IT service desk ensuring a high level of technical support and customer service.
- Lead mentor and develop a team of Technicians Senior Technicians and Technical Leads promoting a culture of high performance and continuous improvement.
- Holding team performance accountable against service levels and key performance indicators (KPIs) adjusting as necessary to enhance efficiency and effectiveness.
- Coordinate and oversee the scheduling of IT service desk staff to ensure optimal coverage and responsiveness across multiple shifts and locations adapting to varying workflow demands.
- Manage escalation procedures and ensure proper communication channels are maintained between support staff escalation teams and stakeholders.
- Supervise the management of IT service desk tools.
- Engage with business stakeholders to maintain relationships.
- Develop strategies for service delivery optimization and ensure the implementation of these strategies.
- Implement and refine IT service desk policies and procedures to improve quality of support.
- Regularly report on IT service desk performance challenges and outcomes to senior IT management.
- Conduct periodic reviews and audits of IT support tickets and responses to ensure compliance with service standards.
- Develop and implement training programs for new hires and ongoing training for existing staff to enhance their technical skills and customer service capabilities.
- Encourage professional development of staff through certifications and training opportunities.
- Meet & virtually communicate regularly with global Support teams.
- Focused on maintaining global standards across AMER EMEALA and APAC Tiers 1 & 2 teams.
- Define new standards as technology or processes inevitably change.
What Youll Bring to the Table
- Associates or Bachelors degree in Information Technology Computer Science related field or equivalent experience.
- 3 years of technical experience in corporate and retail support.
- Proven experience in a supervisory role leading others.
- Ability to work a flexible schedule including mornings evenings weekends big event days based on business needs and oncall shifts which will fall on irregular working hours/days.
- Excellent interpersonal relationship management and communication skills.
- Highly motivated selfstarter with high sense of urgency.
- Advanced IT knowledge with PC hardware software peripherals networking technologies (VPN/VLAN/WIFI) and active directory.
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or disability or any other classification protected by law.
Title:Supervisor IT Service Desk
Salary or Pay Range: $82000 $92000
Pay offered will vary based on jobrelated factors such as location experience training skills and abilities.
At Crocs Inc. we believe in the power of a blend of inperson and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. Inoffice requirements vary by our work personas: Resident 5 days) Collaborator 4 days) Connector 23 days) Explorer (fully remote). This role has been aligned to the Collaborator persona.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical dental and vision coverage life and AD&D short and longterm disability coverage paid time off employee assistance participation in a 401k program that includes company match and many other additional voluntary benefits.
The application window is 45 days but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category:Corporate
Required Experience:
Manager
Employment Type
Full Time
