Supervisor Service Delivery - REMOTE

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Summary

The Supervisor Services Delivery role will be responsible for coordinating and overseeing all production and business support activities for the CSS and FMS IT Organization. This includes but is not limited to: Coordinating Severity 1 and 2 efforts (P1s and P2s) for the CSS and FMS teams; Overseeing outsourced vendors providing production and business support; Driving continuous improvement efforts to reduce tickets and enable automation; Engage with the Business to educate and train on recurring issues.

Essential Functions

• Supervises and coordinates daily operations of onsite and remote Team members engaged in providing Level 2 Functional and/or Admin support
• Monitors and manages team execution, reviews operational execution, addressing “blockers” and inefficiencies so teams can provide timely services within Department SLAs
• Provides input to management on employee performance for the annual performance review process, including recommendations for promotions or corrective actions
• Analyzes incident and problem trends, and works closely with IT Service Desk and other IT teams to improve first call resolution and reduce the number of issues reported to Level 2 Support. Performs trend analysis and reporting to identify performance gaps and recommends changes to Management regarding staff and procedure improvements
• Works with Management and Customers to ensure that issues, expedites, and escalations are facilitated in a timely manner to minimize Customer/Operations impact. Performs Customer follow-ups to validate resolutions and determine satisfaction level. Responds to complaints and answers Customer questions regarding services and procedures
• Ensures that Team members are meeting objectives of FMS/CSS IT Scorecard for production and business support goals. Works with IT Technical teams to review and secure commitment for identified Problem Tickets to drive down incident volumes and backlog

Additional Responsibilities

• Review and approvers weekly timesheets for employee and contract resources, reviewing billable/non-billable hours. Participate with manager in monthly review of budget run-rate against ME budget (ASL)
• Serves in the escalation path for all business concerns with Minor Enhancement execution & delivery
• Oversees functions and improvements to Appian ME reporting/statusing environment
• Attends staff meetings for the IT Services Team and Weekly Highlights reviews (if applicable)
• Performs other duties as assigned.

Skills and Abilities

• Ability to present information and ideas clearly and understandably to others
• Ability to listen, write, and speak effectively Inform, explain, and give instructions
• Ability to effectively communicate with all levels of employees
• Demonstrates customer service skills
• Excellent analytical, problem determination, and root cause analysis skills, with the ability to resolve issues in a fast-paced environment
• Strong verbal and written communication skills
• Promotes information sharing
• Ability to be comfortable and effective with issues that lack clarity, structure or certainty
• Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Ability to organize, motivate and provide direction to a group of people to achieve a common goal
• Possesses a high degree of initiative
• Ability to achieve effective results by assigning tasks to others
• Ability to take charge and manage co-workers
• Ability to manage, oversee, and direct the work of others
• Ability to recruit involvement, mobilize energy, and stimulate performance
• Ticketing/Problem/Change Management Systems (advanced level)

Qualifications

• Bachelor's degree required bachelor's degree in MIS, business, or equivalent work experience
• Three (3) years or more in an application support/IT services delivery environment with incident/change/problem management experience required
• Two (2) years or more experience in a lead or supervisory capacity overseeing/managing application support team(s) preferred

Travel: None

DOT Regulated: No

Job Category: Application Development, Delivery & Support

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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