It Service Desk Supervisor

Description
Are you 'bread' for success?
Come make $ dough $ with us!
Franz Family Bakery was founded in 1906 in the Pacific Northwest and has become one of country's most successful bakeries. We produce a variety of baked products, marketed under a wide range of premium labels, all made with quality ingredients and a superior baking process. We employ over 4,000 employees and distribute our products in Alaska, Idaho, California, Utah, Montana, Oregon, and Washington.
Take your career to the next level and join our exciting team. Franz offers employees excellent benefits including:

• Competitive Wages - $75,000 - $82,000
• Comprehensive Healthcare
  • 100% employer paid medical, vision and dental benefits for employee and qualifying dependents
• Generous Holiday and Vacation
• Pension and Retirement funds
• Discount Franz Products

The IT Service Desk Supervisor position is responsible for leading the IT Service Desk team in support of client engagements including, but not limited to, hardware and software support, account management and business applications support. This position has personnel supervisory responsibility and is responsible for ensuring processes and procedures are adhered to, as well as providing a framework for employee progress and success. The IT Service Desk Supervisor will be providing the front line of support with leadership, coaching for high performance, and utilizing industry best practices as well as new innovative service delivery methodologies to achieve desired business outcomes. In addition, the Service Desk supervisor must have working knowledge and analytical skills in information technology, with regards to troubleshooting Windows systems, both server and workstation, cloud infrastructures, as well as applications such as Office 365, Teams for Business, etc, and should be seen as a point of escalation for the team.
Primary Duties and Responsibilities

• Lead activities required to mature help desk best practices and achieve top quality of service.
• Manages all service delivery processes related to the identification, prioritization, and resolution of external customer service requests and incidents
• Provide automation, analytics, and education to IT Service Desk technicians in order to achieve 95% first call resolution on standard resolvable tickets.
• Assist help desk techs when required, with technical issues, document incidents for future reference.
• Ensures that all processes used by the help desk are thoroughly documented, consistently audited, and regularly improved.
• Managing all customer escalations and conflicts to resolve issues, rebuild customer trust, and identify the underlying causes of concern to prevent reoccurrence.
• Assists management in implementing applicable strategic initiatives
• Collaborates training for the Service Desk team, identifying opportunities and provide feedback on technical and non-technical issues for development of training materials.
• Communicates applicable knowledge, policies, and procedures to employees
• Review survey data/feedback and develop corrective action plans to improve services, tools, and end-user experience.
• Drive maturity and end-user adoption across automation solutions and self-service capabilities.
• Work with Infrastructure manager to ensure budget levels are met and aligned with strategic objectives and operational needs.
• Manage employee performance of both direct and matrixed reports. Establish performance expectations and goals aligned with Company strategies, policies, and procedures.
• Collaborate with internal & external teams to implement new technologies to improve operational efficiency.
• Prepare periodic reports to management with recommendations and trends.
• Being aware of and managing the costs of running the Service Desk.
• Demonstrate Company values through decisions and actions.
• Administer the ITSM tool

Minimum Requirements

• Associate Degree in Information Technology preferred or equivalent experience
• 3-5 years of Desktop Support experience
• A+, MCP, MCSE preferred
• ITSM Certified preferred
• Strong working knowledge of networking concepts
• Hands-on technical troubleshooting capabilities
• Ability to work independently under minimal supervision
• Experienced admin for Active Directory, Exchange, O365 and other MS related systems
• Familiarity with server management and monitoring tools
• Exceptional critical thinking and problem-solving ability
• Proficiency with scripting languages such as PowerShell
• Strong interpersonal skills to assist non-technical individuals with complex technical issues
• Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with minimum direction
• Ability to establish and maintain effective working relationships with employees, division and department heads, public/private sector contacts, and County Administration.
• Ability to clearly communicate information both verbally and in writing
• Extensive knowledge of the methods, tools, and techniques applied to diverse IT Support in complex multi-platform networked environments.
• Extensive knowledge of various current technologies relevant to existing applications, systems and/or upcoming installations, e.g., Microsoft technologies; programming / scripting languages; web, server, and voice/data network technologies.
• Skill in reading and interpreting technical and trade journals, industry specific periodicals, product/manufacturer specifications, and related technical information and data.
• Ability to analyze, implement, maintain and repair new technological software and programs; ability to evaluate, diagnose and develop solutions to potential and real operational and system deficiencies to ensure continued and non-disrupted service to system users.
• Read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees of organization.
• Ability to remain effective and productive with limited instructions furnished in written, oral, or diagram form.
• Ability to effectively troubleshoot under stressful conditions
• Long periods sitting, typing and reading from a computer screen may be required

Travel: Minimal Travel