Supervisor IT Service Delivery

Position: Supervisor IT Service Delivery 2
WHO WE ARE

ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen - both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

Monday-Friday 8:00-5:00 onsite in Greensboro, NC

The Supervisor IT Service Delivery II is responsible for the day-to-day supervision of Service Desk analysts and the consistent delivery of IT support services in accordance with established processes, standards, and service level expectations. This role is accountable for team performance, service quality, and operational execution, while reporting to the Manager IT Service Delivery & Governance and working closely with local and global IT stakeholders.
The role focuses on the operational support of End User Computing (EUC) and digital workplace services, including desktops, laptops, mobile devices, and collaboration tools. The Supervisor ensures incidents, requests, and user issues are handled efficiently, securely, and with a strong focus on user experience, operational stability, and process adherence.

- WHAT YOU WILL DO

Service Desk & Operational Management

Supervise the day-to-day activities of Service Desk analysts, ensuring timely and effective handling of incidents, service requests, and user inquiries.

Monitor ticket queues, workload distribution, and service levels to ensure SLA and operational targets are met.

Act as an escalation point for complex or high-impact user issues, coordinating resolution with EUC, infrastructure, application, and security teams.

Ensure consistent execution of incident, request, problem, and change management processes in alignment with ITIL practices.

Enforce adherence to approved workflows, standard operating procedures, and service desk standards.

People Leadership & Performance Management

Provide direct supervision, coaching, and guidance to Service Desk analysts to support performance, skill development, and service quality.

Conduct regular performance check-ins, feedback sessions, and contribute to formal performance reviews in accordance with HR processes.

Support onboarding, training, and ongoing development of analysts to ensure appropriate technical and customer service capabilities.

Manage schedules, shift coverage, and resource availability to maintain consistent service delivery.

Promote a collaborative, accountable, and customer-focused team culture.

End User Computing & Digital Workplace Support

Oversee the operational support of EUC services, including desktops, laptops, mobile devices, peripherals, and collaboration platforms.

Ensure analysts follow defined hardware standards, security requirements, and access controls when supporting end-user devices.

Support EUC asset and lifecycle activities by ensuring accurate inventory updates, proper device handling, and adherence to refresh and replacement processes.

Coordinate execution of approved endpoint activities such as operating system updates, hardware refresh support, and security remediation tasks.

Reporting, Metrics & Continuous Improvement

Track and review service desk performance metrics, including ticket volumes, resolution times, backlog, and customer satisfaction.

Prepare and provide regular operational reports to management, highlighting trends, risks, and improvement opportunities.

Identify recurring issues and process gaps, and recommend improvements to enhance efficiency and service quality.

Support continuous improvement initiatives by reinforcing best practices, knowledge usage, and process discipline within the team.

Financial & Vendor Support

Provide operational input into EUC cost tracking, including break/fix activity and vendor usage, for management review.

Ensure analysts follow established vendor engagement and support processes.

Escalate cost variances, service issues, or operational risks to management as appropriate.

Qualifications

- REQUIRED

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.
• Experience supervising or leading Service Desk or IT support teams.
• Strong understanding of IT service management concepts, including ITIL-based incident and request management.
• Experience supporting end-user devices and digital workplace technologies.
• Proven ability to manage daily operations,…