Supervisor, End User Svcs

Supervisor, End User Services

Job Location s: US-NE-Lincoln

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, system status, and downtime procedures. Typically located within a call center. Collaborates with network services, software systems engineering and/or application development to restore service and identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems.

General Profile

• Working supervisor of a team (spends a portion of time performing the work supervised) or supervises the daily activities of production team members.
• Must have one or more of any direct report type.
• Analyses information to solve on-going problems and implements procedures and approaches to complete work.
• Responsible for results of the team.
• Provides direction to team using extensive knowledge of established precedents and practices.
• Consistent exercise of discretion & judgment.

• Supervises all aspects of the organization's technical help desk.
• Provides mentoring and leadership to the team.
• Develops and optimizes processes to achieve service level requirements and performance goals.
• Establishes policies and procedures that produce high-quality service to internal customers.
• Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
• Reviews key metrics to analyze the help desk performance and identify problem areas.
• Supports resource planning and decision-making.
• Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
• Collaborates with and trains technical teams to ensure accurate ticket categorization and resolution.
• Leads and directs the work of other employees and has some responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers.

• Required education and experience: Associate's Degree and 3-5 years' experience OR equivalent combination of relevant education and/or experience.
• Critical professional related technical skills; computer skills: Proficient in Microsoft Office (Excel, Word, PowerPoint).

• Preferred education and experience: Bachelor's Degree.
• Discipline/Major: Business or IT degree preferred.
• Knowledge, skills & abilities: Help Desk Management, Issue Resolution, Process Optimization, Solution Delivery, Upgrades Management, Vendor Management, Technical Project Management, Performance Metrics, IT Help Desk Software.

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Up to 25% travel likely.