Position Description
The Service Desk Supervisor is responsible for bridging the gap between the users and the complex systems and services provided for their use and benefit. They are expected to support users as well as identify, implement, support, and maintain the technology stack serving them. They will provide leadership within the IT team as well as communicate with external consultants and vendors to achieve company, department, and personal goals. The Service Desk Supervisor directly oversees the Service Desk team's time and ensures tickets are handled quickly and professionally. Ideal candidates for this role are highly technical and experienced individual who are able to find solutions to complex issues. They enjoy working with and helping others; are passionate about technology and have a desire to understand how things work; want to grow their skills and improve existing processes to help the company become more efficient; and are problem solvers, ready to dive in to troubleshoot new, complex issues.
Compensation
The compensation package offers $29+/hour base, depending on experience, and an array of benefits, including participation in Royal's Employee Stock Ownership Plan (ESOP).
Essential Duties and Responsibilities
Serve as first point of contact for coworkers seeking technical assistance over the phone, with a ticket, or in-person.
Support company with all forms of technology by working with end users to assess and correct technological issues.
Maintain a regular and reliable schedule as set by the supervisor according to handbook guidelines.
Install, support, and maintain computers, wiring, and equipment used by Royal.
Provide exceptional customer service while working with others.
Abide by all safety, security, quality, personnel, and other policies as applicable.
Plan, build, document, implement, support, troubleshoot, and maintain solutions relating to the use of technology across departments and the company, as designated by supervisor.
Manage access privileges for Royal systems and services.
Mentor others to improve customer service.
Empower peers and coworkers to use technology efficiently and effectively.
Install and maintain software programs in support of systems and business processes.
Monitor and troubleshoot backup systems, security systems, servers, workstations, and network systems.
Work with solutions providers and vendors to support customers.
Create policies for and provide training to the Service Desk team.
Provide direct supervision of Service Desk team members.
Professional Competencies
Ability to communicate professionally with coworkers and vendors both verbally and written.
Attention to detail.
Good troubleshooting skills.
Inquisitive to the department field.
Encourages others.
Friendly, positive, can-do attitude.
Experience
Lead and/or Supervisor experience required.
High school diploma or GED required.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
