Mis Service Desk Supervisor

WAGE RANGE: $45K-$85K

OPEN UNTIL FILLED 1ST CLOSING DATE: TUESDAY, JUNE 4, 2024

JOB SUMMARY

The Service Desk Supervisor’s role is to oversee the Service Desk Technicians and ensure that end users receive quality service.  They are responsible for maintaining day-to-day operations in a 24/7/365 environment.  They manage incoming requests, including prioritizing, escalating, and resolving issues.  They create reports and analyze trends to support service improvement.  Additionally, this individual will be responsible for managing the desktop PC fleet.

ESSENTIAL JOB FUNCTIONS:

1. Supervise all aspects of the Service Desk operation.
2. Assist with all Service Desk personnel operations (interviewing, hiring, performance appraisals, disciplinary procedures).
3. Manage ticket tracking applications, including managing workflows, and escalations, and establishing and enforcing SLAs.
4. Assist with developing and maintaining internal Service Desk policies and procedures and ensure training and compliance.
5. Manage vendor access for system support
6. Monitor and report on Service Desk customer satisfaction survey results.
7. Assist with maintaining software licensing compliance and the necessary tools to audit compliance.
8. Maintain and contribute to the Service Desk Knowledge Base.
9. Develop and foster strong Service Desk personnel knowledge of systems and applications.
10. Coach Service Desk Technicians in areas of customer support.
11. Participate in projects and system implementations to ensure the Service Desk is prepared for post-implementation support.
12. Adhere to established WRC policies, procedures, regulations, codes, and applicable laws.
13. Other related duties as assigned.

PROMOTE WRC QUALITY SERVICE STANDARDS:

SAFETY: Ensuring a safe experience by protecting the welfare of all.

INTEGRITY: Expecting personal accountability at every level.

COURTESY: Creating an exceptional customer service experience for everyone.

TEAM: Functioning together to create a cooperative and positive experience.

SHOW: Providing flawless experience in a clean and cared-for resort.

SUPERVISORY AUTHORITY:

1. Service Desk

SIGNATORY ABILITY:

1. Access and System Logs, User Credentials.

ACCESS TO SENSITIVE AREAS:

1. Access and System Logs, User Credentials.
2. Controlled MIS areas.
3. Secured areas within established access procedures.

MINIMUM QUALIFICATIONS:

1. Bachelor’s degree in information technology or related field and two (2) years applicable experience, OR Associate’s degree in information technology or related field and three (3) years applicable experience, OR four (4) years relevant experience.
2. Supervisory skills, especially but not limited to, building and motivating teams, developing effective relationships, directing and delegating tasks, training subordinates, enforcing policies and procedures, counseling and reviewing employees. 
3. Strong organizational skills, exposure to project management, and managing simultaneous and competing responsibilities.
4. Project management skills, including planning deliverables and milestones, resources, timelines, and work breakdowns.
5. Experience with PC repair, including troubleshooting various hardware components and peripherals.
6. Experience with OS and Application deployment techniques.
7. Understanding of Ethernet and TCP/IP, with experience configuring and troubleshooting networked applications.
8. Experience with Windows Server and Active Directory, including managing permissions and group policy objects.
9. Understanding of backup and restore best practices, such as backup rotation schemes and schedules.
10. Understanding of common network services such as DNS, DHCP, and file shares. 
11. Requires a High-Security Gaming License clearance.
12. Must be at least 21 years of age.

PREFERRED QUALIFICATIONS:

1. Experience with Powershell, Python, or other scripting experience.