Service Desk Supervisor

The Tile Shop
Plymouth, MN Full Time
POSTED ON 8/21/2022 CLOSED ON 10/1/2022

Job Posting for Service Desk Supervisor at The Tile Shop

Company Description

Are you a passionate IT professional who is looking to be a valued business partner in an exciting, fast-paced retail chain? Are you someone who thinks outside of the box, thrives in an entrepreneurial environment, and has a passion for building and supporting a best in class technology department? If you have answered yes, READ ON!

Since 1985, The Tile Shop has committed itself to inspiring and realizing home decor ideas and creating beauty both indoors and out. We take great pride in our ability to provide an agile and supportive team environment focused on evolving our ever-growing business needs. Our people thrive because they want to make a difference and are passionate and committed to bringing big ideas to life!  

Job Description

We are seeking an experienced Service Desk Supervisor to join The Tile Shop Information Technology team.  The role will be responsible for supervising our Level I and Level II technical support team to provide excellent customer service and resolve all technical issues.  As a Service Desk Supervisor, you should have a solid technical background combined with customer service experience.  A problem solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in the is position.  Ultimately, you should be able to ensure high quality technical support and increase end user satisfaction.

  • Supervise the help desk team and evaluate performance.
  • Ensure end user service is timely and accurate on a daily basis.
  • Monitor performance and maintain systems according to requirements.
  • Train and support service desk representatives and technicians.
  • Set specific customer service standards and service level agreements.  Ensure entire IT support staff is accountable and meeting those standards.
  • Develop expertise to train staff on new technologies.
  • Build technical documentation, manuals and standard operating procedures. 
  • Provide technical support for both hardware and software issues our users encounter.  Ability to recognize and escalate to Level III support.  Ability to work with hardware and software vendors when needed.
  • Manage the configuration and operation of client-based computer operating systems.
  • Contribute to improving end user support by actively responding to queries and handling complaints.
  • Establish best practices through the entire technical support process.
  • Follow up with end users to identify areas of improvement.  Actively seek feedback via phone, email, and surveys to gauge end user satisfaction.
  • Develop daily, weekly, monthly reports on service desk team’s productivity, and key service desk metrics such as time to resolution, time to first response, and percentage of first call resolution.
  • Provide end user feedback to all appropriate internal IT teams, to ensure high levels of end user satisfaction for entire organization.
  • Track all end user devices, including laptops, thin clients, mobile devices, scanning equipment, monitors, etc. through the use of asset tracking software.
  • Maintain end user device images, utilizing Windows 10 operating systems, device encryption, and mobile device management software and applications.
  • Work with cyber security team to manage end user device protection software, such as anti-malware and anti-virus protections, as well as encryption technologies.

Qualifications

  • 5 years of experience working on an IT service desk, help desk, or a similar role.
  • Proven work experience as a Service or Help Desk Supervisor.
  • Requires excellent customer service abilities and a problem solving attitude.
  • Hands on experience with Service Desk ticketing systems, help desk and remote control software.  Experience selecting and implementing new solutions is a plus.
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Ability to communicate with highly technical resources on the IT team, upper level management, and typical end users that exist in a retail environment.
  • Team management skills.  Excellent written and verbal communication skills.
  • BS/BA in Information Technology, Computer Science or a related discipline; professional certifications:
    • A certification is a plus
    • Network certification is a plus
    • ITIL is a plus
    • MCSA with Windows 10 is a plus
  • Supporting and preserving the Virtual Desktop setup of the institution, which includes Citrix XenDesktop.
  • Experience designing, implementing, managing asset and software license tracking applications, and deploying a Service Management Platform.
  • Must be able to learn and understand the Tile Shop’s full IT application portfolio.
  • Experience with cloud Software as a Service, specifically supporting end users with Office 365.
  • Creating user accounts, assigning user permissions, expert experience with Windows Server and Active Directory.
  • Familiarity with Windows 10 operating systems and other Microsoft platforms such as Office 365.
  • Resourcefulness and problem-solving aptitude, excellent communication skills.
  • Knowledge of system vulnerabilities and security issues.
  • Willing to work in afterhours call rotation (Tier 1 on call support experience).  Availability for emergency after hours support.
  • Expertise in creating communications to large scale user base.  Experience creating and maintaining reports for key service level metrics for the entire team

Additional Information

At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are proud of our highly competitive package.

  • Individual Career Growth Opportunities & Excellent Training
  • Competitive & Comprehensive Benefit Package
  • HSA Employer Contributions
  • 401(k) Plan with employer matching
  • Team Focused Work Environment

The Tile Shop is an Equal Opportunity Employer.

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