IT Services Supervisor

EXCITED TO GROW YOUR CAREER? WE’RE GLAD YOU’RE HERE! Supervise a team of technical personnel who provide support to and all Maritz Holdings, Inc business units The Supervisor, IT Service Operations is responsible for supervising a highly technical team to provide service and support to internal IT groups, internal customers, and vendors. Primary Responsibilities 40% Supervises Service Desk, Level 1 and Level 2, technicians by performing quality assurance monitoring, produces and analyzes productivity and quality reports, distributing individual and team metrics via scorecards, and uses the information obtained from these resources to identify training, coaching, and continuing education opportunities. The Supervisor will also assist with establishing annual performance goals, conduct performance appraisals, and motivate the team to meet or exceed department goals. Works diligently to retain and promote high performing employees. 40% Incident management, including using information provided by various tools to identify Major Incidents and report them to the Major Incident Manager. Ensures effective communication occurs between Service Desk and End Users. Promotes forward-thinking, innovative solutions to reduce resolution times. 20% Participates as a project resource. Assists in root cause analysis and reports findings to leadership. Assist in creating, reviewing, and making changes to Standard Operating Procedures (SOP) and knowledge articles. Other duties as assigned by leadership. Qualifications 1. Bachelor’s degree or equivalent work experience. 2. 2-4 years related IT /Functional experience. 3. 1-2 years supervisory experience. 4. Strong customer service aptitude. 5. Excellent organizational and analytical skills. 6. Knowledge of ITIL v4 Concepts. 7. Previous experience using ServiceNOW. 8. Previous experience with 8x8/Calabrio. Disclaimer This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job. Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com. Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please. Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to peopleanddevelopment@maritz.com. At Maritz, we believe in putting people at the center of business. Our clients rely on us to help them strengthen their relationships with employees, customers and sales partners. It helps their businesses grow and thrive, and it’s made us industry leaders. Join our award-winning culture and experience a fun, exciting and collaborative work environment that celebrates success and pushes you to be your best self. Maritz and its family of companies boast a wide variety of careers. Check out our Careers page to learn more. Interested in working for one of our companies? Learn more about opportunities with Maritz Motivation Solutions. Learn more about opportunities with Maritz Global Events. Important note to job seekers

Salary : $45,500 - $57,600