It Operational Support Manager

Job Type
Full-time
Description
URM Stores is currently looking for an organized and enthusiastic IT Operational Support Managerwho will be a leader within the IT Service Operations department. This person is responsible for the performance of our Service Desk and Field Technician team's delivery of a world-class customer support experience to external customers and internal employees. This person oversees the day-to-day staffing of the Service Desk and Field Technician team. This person will monitor Incidents, Service Requests, and other task-based work, providing feedback and adjusting the team's/individual's performance as needed.
This position will be 100% onsite and assigned to oversee our Service Desk and Field Technician team at our Spokane, WA Corporate office. The team supports a geographically dispersed customer base throughout the Pacific Northwest.
Your Day to Day:

• Responsible for the performance of the Service Desk and Field Technician team, to include, but not limited to, Cost per Technician-Assisted Contact, Average Speed of Answer, Net-First Contact Resolution Rate, Customer Satisfaction, Technician Job Satisfaction, and Technician Utilization.
• Responsible for the hiring, coaching, mentoring, developing, and retaining of employees on the Service Desk and Field Technician team.
• Responsible for defining the week-to-week and day-to-day schedules of the Service Desk and Field Technician team, ensuring the Service Desk team is properly staffed, every week, during IT business hours.
• Responsible for the management of the Service Desk and Field Technician team after-hours standby rotation, ensuring after-hours support of business and customer emergencies is covered.
• Responsible for ensuring the Service Desk and Field Technician team members are all adequately trained, have all the necessary tools to adequately perform their duties and responsibilities, and have all the logical access required to perform their duties and responsibilities.
• Responsible for performing routine performance reviews of the Service Desk and Field Technician personnel and participates in the compensation process.
• Responsible for managing the project deliverables assigned to the Service Desk and Field Technician, ensuring project deliverables for the team are received on time and in full.
• Responsible for the operational processes used by the Service Desk and Field Technician team. Actively works to ensure any gaps in processes (lack of single process, obsolete processes, incorrect processes) are identified and addressed.
• Responsible for monitoring Call, Case, Incident, and Request history of the Service Desk and Field Technician team, providing feedback and adjusting the team's/individual's performance as needed.
• Responsible for the identification of incident trends and the process to correlate them to Problems.
• Responsible for working with all other IT Leadership to address feedback on erroneous Incident escalations made by the Service Desk and Field Technician team.
• Responsible for working with all other IT Leadership to identify and participate in ways to "shift left" incident and request fulfillment to the Service Desk and Field Technician team as well as from the team to "shift left" incident and request fulfillment to customer self-service.

Required Minimum Qualifications and Skills

• Bachelor's Degree in a computer-related field of study or three to five years related experience and/or training; or equivalent combination of education and experience.
• 3+ years' Service Desk experience.
• Comp TIA A+ Certification required.
• ITIL v3 or v4 Foundations certification required.
• Ability to communicate exceptionally well in written and verbal formats.
• Ability to inspire and motivate others.
• Ability to manage the time and deadlines of other people exceptionally well.
• Ability to handle pressure exceptionally well, acting quickly, decisively, and effectively.
• Ability to focus on the Customer Experience.
• Ability to continually improve processes and procedures.

Preferred Qualifications and Skills

• Retail experience.
• AS-400 Experience.

Why Join Our Team?
It is fun to work in a company where employees are appreciated, and people truly believe in what they are doing. For the last 102 years, URM has been committed to bringing customer focus to our Member-Owners. Employees at URM are proud to be a part of the number one food distributor in the Inland Northwest!
We work in a supportive team environment and in addition to our amazing culture, our employees enjoy many perks, and below are a few of the highlights:

• Salary starting at $85,000 annually DOE.
• Medical/Dental/Vision/RX Insurance Benefits - So that our employees have more to take home from their paycheck, URM pays 100% of the insurance premium for the employee and over 93% for the employee's dependents!
• 401k Retirement Plan with an amazing Company match, and you will be vested from the first Company contribution!
• Subsidized Life Insurance for employees and great rates for the employee's family.
• Company paid Long-Term Disability insurance.
• Short-Term Disability and Cancer Insurance available.
• Great vacation plan!
• Six Paid Holidays and three Paid Personal Float Holidays.
• Paid Sick Days.
• A Paid Volunteer Service Day! Get paid to volunteer at your favorite local charity/non-profit!
• Fun employee events, such as March Madness Company Brackets and Holiday Breaks with great prizes!
• We also offer an Amazing Employee Discount Program at our Company-owned Grocery Stores!!!!

Our Company:
We are proud to be a part of the number one food distributor in the Inland Northwest. Since 1921 URM has been a retailer-owned business. URM's core business is the purchasing, warehousing, and delivery of merchandise inventory to its Member-Owners. The shareholders of URM are all retail grocers who provide groceries to their local communities. URM operates on a cooperative basis, which means that all its net earnings on business done with or for its member-owners through its Patronage Departments are allocated and paid to its Member-Owners in the form of patronage dividends. Over the years, sales volume has grown to over $1 billion and employment to over 2,900 employees at URM and its subsidiaries-Rosauers Supermarkets and Peirone Produce.
URM Stores, Inc. is an equal opportunity employer and provides equal employment opportunities to all individuals regardless of Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, or any other classification protected by state or federal law. We are also committed to providing a work environment that is free of all forms of discrimination, regarding recruiting, hiring, training, promotions, compensation, and all other conditions of employment. The selected candidate must be able to successfully complete a pre-employment background check, and drug test, as URM is a drug free workplace.
Salary Description
Salary starting at $85,000 annually DOE.