Service Desk Supervisor

Job Summary

The Service Desk Supervisor will manage the daily operations of the User Support Coordinators. The supervisor will oversee all incoming requests and assist with determining leveling and priority. This role will collaborate and communicate all issues to internal technology teams and management to ensure consistent and up to date information. The supervisor will identify areas where staff development is needed and create a guideline for training and development.

We Are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being dependable, because hardworking people count on us to have their back every day. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Representative Responsibilities

• Coach, mentor and develop the User Support Team. (Service Desk)
• Participate in hands-on and in-person support as well as providing support over the phone.
• Develop and maintain procedural documentation including escalation policies and procedures.
• Concisely communicate, verbally and in writing, all issues and updates to management and the user community.
• Manage the processing of incoming calls and ticket submissions. Ensure courteous, timely and effective resolution of issues across the team.
• Develop and participate in customer satisfaction survey creation and analysis of data collected.
• Seek feedback in-person and from remote employees who rely on IT services.
• Develop action plans to address customer reported service delivery failures.
• Develop and track key metrics and trends and generate reports that are useful to the team, IT Management, and the business.
• Adjust incoming phone queues and call routing to ensure a positive end user experience while maintaining efficiency.

Required Education

• Bachelor’s degree in an Information Technology discipline or equivalent experience preferred

Required Skills & Experience

• Minimum of 5 years combined help desk and/or technical support experience including the following:
• Minimum of 2 or more years of experience in the supervision of a help desk and/or a technical support team preferred.
• Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.
• Experience supporting MS Office products, preferably O365 products and Windows 10/11.
• Strong ServiceNow and Cisco Unified Contact Center experience preferred.
• Makes quick, realistic, practical decisions in urgent situations
• Excellent verbal and written English communication skills, including the ability to deliver presentations and convey ideas in a user-friendly language to non-technical staff and end users.
• Strong interpersonal communication skills with the ability to deal with stressful situations involving equipment and application failures in a composed and constructive manner
• Ability to take directions from more than one person and handle a variety of tasks at one time
• Dependable, accessible after hours in the event of a system failure, work as needed to maintain equipment in off-hours
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.

Physical Requirements and Working Conditions

• Blend of remote and in-office, cubicle setting.
• Regular On-call; some travel required (up to 10%)
• Work hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).
• Extended periods of time sitting, standing, typing on a computer is required.
• Flexibility with multiple schedules
• Carhartt is a tobacco free workplace.
• Carhartt is a tobacco free workplace.