What are the responsibilities and job description for the Supervisor IT Service Desk position at Generac Power Systems?
Company Generac Power Systems
Name Supervisor IT Service Desk
Req # 58912
Location Waukesha CORP
Employment Type Full Time
Shift 1st
It’s a challenge, and an invitation. Most importantly, it’s an opportunity to join an industry leader. There’s never been a better time to work at Generac. We’re shaping the market and investing in new companies and new technologies. Our rapid growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture.
This role will be responsible for Global IT Service Desk Delivery Operations and ensure that end users are receiving the appropriate assistance. This includes assisting with managing procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Global IT Service Desk. This role will be the main escalation point of contact and provide complex or advanced technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology as needed
Duties & Responsibilities:
40%
Oversee ongoing delivery of the Global IT Service Desk support services enterprise wide, to include escalation within and outside I.T. when warranted.
Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues.
Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
Assist in prioritization and address conflicting priorities.
Monitor incident trends and anticipate potential problems for proactive resolution.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems and generate statistical reports.
Measure customer feedback regularly from those receiving IT services. Present findings to management with continuous improvement recommendations.
Monitor and maintain end user equipment inventory at all sites
Work with vendors to obtain equipment quotes and execute orders
30%
Selects, coaches and develop intern and Tier I staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.
30%
Oversee the development, implementation and administration of service desk training procedures and policies in addition to the development of help sheets, usage guides and FAQs for end users.
Minimal Qualifications:
Bachelor’s Degree in Computer Science, Business or related field OR equivalent experience
5 years of experience troubleshooting PC’s, printers, phone and network issues
2 years of experience leading teams, developing people or organizing tasks
Preferred Qualifications:
Previous experience as a lead/supervisor in an IT Service Desk role
Knowledge, Skills and Abilities:
Strong process and process improvement orientation
Ability to drive Vendor/Third Party Sourcing and Management completion of work
Microsoft SCCM, O365, Microsoft Active Directory and Service Desk Manager knowledge
Physical demands:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Employee may be required to utilize ladders and lifts. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Name Supervisor IT Service Desk
Req # 58912
Location Waukesha CORP
Employment Type Full Time
Shift 1st
It’s a challenge, and an invitation. Most importantly, it’s an opportunity to join an industry leader. There’s never been a better time to work at Generac. We’re shaping the market and investing in new companies and new technologies. Our rapid growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture.
This role will be responsible for Global IT Service Desk Delivery Operations and ensure that end users are receiving the appropriate assistance. This includes assisting with managing procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Global IT Service Desk. This role will be the main escalation point of contact and provide complex or advanced technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology as needed
Duties & Responsibilities:
40%
Oversee ongoing delivery of the Global IT Service Desk support services enterprise wide, to include escalation within and outside I.T. when warranted.
Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues.
Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
Assist in prioritization and address conflicting priorities.
Monitor incident trends and anticipate potential problems for proactive resolution.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems and generate statistical reports.
Measure customer feedback regularly from those receiving IT services. Present findings to management with continuous improvement recommendations.
Monitor and maintain end user equipment inventory at all sites
Work with vendors to obtain equipment quotes and execute orders
30%
Selects, coaches and develop intern and Tier I staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.
30%
Oversee the development, implementation and administration of service desk training procedures and policies in addition to the development of help sheets, usage guides and FAQs for end users.
Minimal Qualifications:
Bachelor’s Degree in Computer Science, Business or related field OR equivalent experience
5 years of experience troubleshooting PC’s, printers, phone and network issues
2 years of experience leading teams, developing people or organizing tasks
Preferred Qualifications:
Previous experience as a lead/supervisor in an IT Service Desk role
Knowledge, Skills and Abilities:
Strong process and process improvement orientation
Ability to drive Vendor/Third Party Sourcing and Management completion of work
Microsoft SCCM, O365, Microsoft Active Directory and Service Desk Manager knowledge
Physical demands:
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Employee may be required to utilize ladders and lifts. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”