IT Support Supervisor

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

This role is responsible for supervising a team of technical support professionals, including assisting the Manager with hiring, training, development and overseeing all aspects of team performance. In addition to personnel management tasks, the IT Support Supervisor will also be responsible for balancing the workload of the team to ensure efficient and effective support delivery. This person will be responsible for the day-to-day management and quality of incidents and activities that are required to be completed.

The IT Support Supervisor will play a key role in ensuring that the organization delivers high-quality IT support and services, and continuously improves its support capabilities.

Operating within the NA Service management framework and working closely with Service Delivery to ensure services are delivered within the agreed SLAs. Adhere to global standards including device security and access management. Must have a practical mind to solve problems on the spot to make the necessary adjustments to ensure services are delivered.

• Provide training and coaching to improve the performance of support agents, conduct weekly one-on-one meetings, identify areas for improvement and help agents develop the skills they need to excel.

• Coordinate and/or perform testing of modifications and develop training and education tools and materials as needed.

• Update knowledge base articles and other support materials to ensure access to accurate and up-to-date information.

• Assist users with understanding enterprise product solutions and business-supporting processes. Quickly learn new areas and business needs to provide superior support as they change.

• Collect and analyze ticket management and scheduling data to identify areas for improvement and make recommendations to optimize processes. Use data to drive decision-making to improve efficiency and effectiveness of ticket management and scheduling operations.

• Monitor quality control metrics and analyze abnormal ticket processing trends to identify areas for improvement and optimize support processes.

• Recognize arising issues quickly, identify potential solutions, and engage teams as needed.

• Ensure that Service Level Agreements (SLAs) are met and implement metrics to track and exceed SLAs.

Required Experience

• 5-8 years of experience in relevant technology functions

Required Leadership Traits and Characteristics

Collaborative, analytical, problem solving, achievement mindset, growth mindset, ability to thrive in ambiguity and challenge, drive to do the right thing, leading with respect and humility, servant leadership, strong verbal and written communication skills

Formal Education, Qualifications or Training

BS/BA in Computer Science or a similar technical field or equivalent experience

A career with the Rentokil family of companies offers opportunities for growth. We reward high performance and promote from within. We offer competitive pay and many roles include performance incentives. Below you’ll find information about some of our benefits. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after meeting criteria.

• Multiple avenues to grow your career

• Training and development programs available

• Tuition reimbursement benefits (for FT Colleagues)

Health and Wellness

• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus…