Summary:

The Service Desk Supervisor plays a crucial role in supporting our purpose of being our customers' competitive advantage by leading the Service Desk team to resolve IT-related issues for all end users in an efficient and timely manner for Van Meter (VM) employee-owners. This working leadership position develops an effective framework for managing and improving customer support for the entire organization. This individual is responsible for building and retaining a qualified team of professionals by addressing the importance of managing Tier 1 and Tier 2 technical support requests. This individual is seen as a champion for the company and sets the example by promoting our culture, our 5 P's and our purpose to be our customer's competitive advantage.

Key Responsibilities & Essential Functions:

• Motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees across locations
• Delivers performance reviews and provides feedback to Service Desk employees in order for them to grow
• Manages other Information Technology functions such as asset tracking for hardware and software, procurement process for purchases, billing, and contracts.
• Ensure the Service Desk is structured to provide excellent customer service and follows industry best practices
• Ensures that the IT Service Desk professionals answer calls of employees and troubleshoot and resolve PC, software, network and other hardware-related problems and issues
• Develop and maintain formal procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Build a qualified Service Desk team through innovative hiring and training techniques
• Implement innovative staffing and scheduling models for guaranteed coverage
• Develop a customer care philosophy that ensures customer satisfaction
• Analyze Service Desk performance through various statistical and reporting methods
• Market the image of the Service Desk as a support group that advances the IT vision and strategy
• Monitors and prioritizes ticket queues for urgent technical issues to be addressed
• Addresses complicated support issues that are escalated by team members
• Works closely with the IT Infrastructure Manager and Chief Technology Officer on department budget and expenses
• Develops metrics and templates to evaluate technical support issue response times and solution solving skills of the team
• Develops training frameworks and programs to help staff and employees stay current on new industry practices

Critical Success Factors:

• Strong written and oral communication skills
• Strong interpersonal skills
• Strong customer service orientation
• Ability to conduct research into technical issues and products as required
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Strong attention to detail
• Self-Motivated
• Dependable

Job Requirements/Specifications:

• Bachelors degree in a related field or equivalent experience preferred
• Minimum five years related experience required
• Previous management experience preferred
• Proven leadership and mentorship skills required
• Working technical knowledge of a broad range of technology solutions including but not limited Computer and Collaboration solutions, Networking, and Enterprise Resource Planning (ERP) systems
• Hands-on hardware troubleshooting experience
• Good understanding of the overall business and how IT supports the business goals

Work Environment & Physical Demands:

• O=Occasional, less than 1 time per week
• S=Some, less than 1/3 of the time
• F=Frequent, from 1/3 to 2/3s of the time
• C=Consistent, more than 2/3s of the time
• B=Blank, not required

O: Lifting, Carrying, pushing, climbing balancing, kneeling, crouching, crawling, non-standard shift work

S: Lifting, Carrying, pushing, reaching

F: Sitting, standing, walking, extended day

C: Working with hands, working with fingers, talking, hearing, works with others, customer contact

This position is currently accepting applications.