What are the responsibilities and job description for the Information Technology Analyst Supervisor position at The Heritage Group?
Job Summary
The Service Desk Analyst Supervisor is responsible for overseeing the day-to-day operations of the Service Desk Analyst team, ensuring efficient and effective support for end-users. This role involves managing a team of IT support technicians, coordinating workflow, prioritizing projects and the scheduling of tasks, and ensuring that technical issues are resolved in a timely and satisfactory manner. The Service Desk Analyst Supervisor will also collaborate with other IT teams to improve processes and enhance user experience.
*This is a hybrid role, based out of our Indianapolis, IN offices. Qualified candidates must reside in the Indianapolis area. On-call rotation is an expected requirement of this role.*
Essential Job Functions
• Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access, and Network connectivity.
• Courage to take initiative in unfamiliar or ambiguous circumstances.
• Generate and analyze help desk performance reports, identifying trends and areas for improvement.
• Schedule and assign tasks to support technicians, ensuring appropriate coverage during business hours.
• Communicate job expectations and ensure high standards of customer service.
• Provide leadership and direction to the IT help desk team, including performance evaluations, coaching, and mentoring.
• Foster a positive work environment that encourages teamwork and professional development.
• Respond to escalated user inquiries and technical issues, ensuring prompt resolution and high levels of customer satisfaction.
• Ensure the creation and maintenance of comprehensive documentation, including knowledge base articles, FAQs and user guides.
• High-level of self-awareness and desire to develop leadership capabilities.
• Ability to hold themselves and others accountable to established standards.
• Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
Relevant Skills
- Ability to thrive in a collaborative environment and contribute to a positive organizational culture.
- Strong problem-solving, organizational, and time management abilities.
- Excellent verbal and written communication.
- Maintains a high level of confidentiality.
- Customer-focused with a commitment to delivering high-quality support.
Requirements
- Proven experience in IT support, with at least 1 year in a supervisory or lead role.
- Previous experience in ServiceNow.
- Ability to travel as needed.
- Occasional after hours support.
- Undertake additional duties as necessary to support IT and business objectives.
- Associate's Degree, Preferred
About The Heritage Group
The Heritage Group (THG) is a privately held portfolio of companies focused on creating long-term value by building world-class businesses. Under four generations of family ownership, we employ thousands of people around the world, with operations across North America, Europe, and China, in the core industries of Environmental and Remediation, Specialty Chemicals and Fuel Products, and Construction and Materials. Driven by innovation and research, our in-house R&D team, Heritage Research Group, specializes in helping our diverse set of companies evolve and adapt to a changing marketplace by providing cutting-edge solutions and exploring new opportunities in its state-of-the-art facility. And while acquisitions, partnerships, internal expansion, and startups may be our cornerstone, we're a family company at heart-aiming to build long-term relationships with our customers, vendors, and partners so that we can turn big challenges into even bigger opportunities to make a difference in the world.
The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals.
