Supervisor Desk

Position: Supervisor Support Desk
Overview

The Support Desk Supervisor is responsible for organizing and overseeing the day-to-day operations of the Support Desk Team in collaboration with the Support Desk Manager. They are expected to monitor key performance indicators to ensure the Team is operating efficiently and address areas of concern. This position works within the ITIL framework to communicate with Team Members and other functional units within the Sprouts IT Department and works within an Agile framework for projects.

Within the IT Support domain, the Support Desk Supervisor requires an advanced understanding of the software used in a Microsoft office environment, desktop browser maintenance, and desktop computer and printer troubleshooting. A strong sense of customer-focused service is a must. Proficiency in documenting work performed and setting expectations for the timelines required to complete service is required. An understanding of ITIL aligned best practices is required.

Experience working within an agile framework is preferred but not required.

The Support Desk Supervisor must apply strong supervisory skills to train and mentor IT Support Desk Team Members. They are adept at defining and executing the strategies, tools, ITIL-aligned best-practices, and documentation for supervising a mature, enterprise-class Support Desk environment. The position will serve as an escalation point for Support Desk Technicians and is expected to provide front-line coverage in emergency situations

Essential Functions

* Track day-to-day performance of technicians.

* Train current technicians on new processes and new technicians on current processes.

* Organize and delegate responsibilities related to IT Support Desk projects.

* Bring improvement ideas and methodologies to the attention of the Support Desk Manager.

* Supports and participates in the continuous assessment and improvement of the quality of care and services provided.

* Maintain a specialist level of knowledge in one or more systems used in the retail environment.

* Provide second-level hardware, software, and network support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations.

* Using defined escalation procedures; logs and escalates problems as appropriate to vendors, tier 3 support, and other IT organizational units.

* Follows-up with Team Members to make sure their problem/request is resolved.

* Assists with Problem Process Management

Knowledge, Skills, Abilities and

Physical Requirements

Experience:

* 2-year degree or equivalent work experience.

* 2-3 years of phone queue support and experience working within a ticketing platform.

* 3-5 years working experience with Microsoft Operating Systems and troubleshooting all versions of Microsoft Office.

* Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.

* Ability to independenly research issues with Microsoft products is required.

* Ability to effectively troubleshoot hardware (PC, laptops, printers, tablets and smartphones), software and system problems required.

* Working knowledge of Active Directory is required.

* Functional knowledge of network topology and employed technologies is required.

* Advanced Retail environment experience is required.

* ITIL 2011 certification is required.

* CompTIA and/or Microsoft certifications preferred.

* Must be flexible and available to provide off-hours support and coverage.

* Personality Traits

* Maintain high levels of integrity and dependability.

* Maintain a focus on results, quality and customer satisfaction.

* Works well in a team environment and effectively manages work activities.

* Project a professional demeanor and appearance.

* Be extremely flexible and adaptable.

* Demonstrates the ability to function and stay focused in a constant pressure, fast growing and ever-changing organization.

* Communication

Skills:

* Ability to competently understand, speak, read and write English.

* Ability to produce professional written communication including project submittals, complex Visio diagrams and knowledgebase articles.

* Ability to effectively present information and respond to questions from groups of managers, project steering committees and customers.

* Requires excellent interpersonal communications skills.

Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

* Competitive pay

* Sick time plan that you can use to support you or your immediate families health

* Vacation accrual plan

* Opportunities for career growth

* 15% discount for you and one other family member in your household on all purchases made at Sprouts

* Flexible schedules

* Employee Assistance Program (EAP)

* 401(K) Retirement savings plan with a generous company match

* Company paid life insurance

* Contests and appreciation events throughout the year full of prizes, food and fun!

Eligibility requirements may apply for the following…