Service desk supervisor job description

Service Desk Team Members are key players in ensuring each guest in our store receives unparalleled service. We look to them to make sure we are building customer loyalty through their own shining example. This role follows the Company's Common Purpose of, "Together, we improve people's everyday lives and well-being." This will be done by ensuring the highest level of customer satisfaction to our internal and external customers by resolving their concerns and problems. Our Service Desk Team Members must ensure that each guest discovers the pleasure of tasting incredible food and our passion for providing it at every turn.
Job Description

* Experience Required: 0 to 6 months
* Experience Desired: Lottery Machine Experience; Office skills; Prior Customer Service Experience
* Education Desired: No High School diploma required
* Lifting Requirement: Up to 50 pounds
* Age Requirement: At least 16 years of age

Job Responsibilities

* Maintain safety as the top priority in all aspects of your work for our Team Members, guests and products.
* Resolve customer questions and concerns by communicating effectively with the customer and the management team/support staff in an efficient manner.
* Assist customers with services such as applying for Giant Eagle Advantage Cards, using the Dress for Success dry cleaning service, purchasing money orders, completing MoneyGram transactions and carrying out lottery transactions.
* Inspire your fellow Team Members and our guests and have a willingness to go the extra mile to provide the best product.
* Answer telephones in a friendly and efficient manner and direct customer and business partner calls to the appropriate personnel, taking messages as needed.
* Answer guest inquiries at the Guest Service Desk in a prompt and courteous manner.
* Become familiar with products in the store to answer questions and make suggestions to customers.
* Always keep in mind that guest service is front and center, and that all other activities cease when a guest needs assistance.
* Properly handle products and equipment in accordance with food safety and safety guidelines to ensure a safe shopping environment.
* Maintain cleanliness of department and work area.
* Assist in other areas as required.

Are you a strong communicator? Do you enjoy mentoring and being there for your teammates? Does watching your team become successful drive you. Are you looking for company that provides career growth opportunities?

By the way do you love working with technology? Do you like solving technical challenges? Are drawn to technology? Do we have your attention yet? If so, keep reading because we have an opportunity for you.

We have an opportunity a cool, calm, energetic, passionate, gotta-get-this-done-right-and-right-now Service Desk Lead to work with our team and customers.

As a managed services provider (we work with computers and support large networks for our clients) we have a reputation of providing amazing work for both small and medium-sized businesses.

And your technical expertise is needed, now! BTW, if you don’t like leading a team then this job isn’t for you. You must be proficient with leading and mentoring teammates.
A Bit About Us



We are the best at what we do because we take the time to get to know our customers. We listen more than we talk, and we seek to understand a customer’s needs. We are passionate about finding our customers the best solutions. We are excellent to our customers and it’s a value that drives our decisions every day. We are kind to each other and our customers by being proactive in our work and anticipating the client’s needs. We know the importance of learning as technology changes so quickly we must stay current.
About You


If you take the time to understand the client’s needs and help create the best solution – you are the right person for us, and we are the right company for you!

We are looking for a Service Desk Lead to support our team and our clients.


Have a nurturing personality and desire to help mentor your fellow team members. Are results-oriented, self-motivated, energetic, professional, and reliable. Are committed completing projects and tasks on schedule. Possess extraordinary customer service skills and strong multi-tasking, organizational, documentation, and time-management skills. Are comfortable working with clients of all kinds and have experience discovering business and technology needs. People need to feel heard and comfortable with our solutions – this stuff is complicated! Have a strong written and verbal communication skills You have experience mentoring a team You have career goals and want to develop your skills


The day-to-day:



Triage and assign new support tickets Schedule technician for service calls Assure that client expectations are met Train team on procedures Assist General Manager and Chief Technology Advisor provide with project scheduling Update configuration documentation for client systems and support processes
Typical technical day-to-day:

Review ticket queues Assign tickets to the technicians based on skills
· Audit tickets based on Service Desk Standard Operating Procedure


Lead the morning support team huddle meeting Assign escalated tickets to level two and three technicians Update Customer Success Coordinator on service call schedules Assure that all tickets are updated daily Work to resolve escalated tickets when needed Provide acknowledgement and praise for good work performed by team members Assure that team members meet billable hour goals by balancing the workload for the team Meet weekly goals for closed tickets and customer service scores



We are a great fit for you if you:



Have a nurturing personality and desire to help mentor your fellow team members. Are results-oriented, self-motivated, energetic, professional, and reliable. Are committed completing projects and tasks on schedule. Possess extraordinary customer service skills and strong multi-tasking, organizational, documentation, and time-management skills. Are comfortable working with clients of all kinds and have experience discovering business and technology needs. People need to feel heard and comfortable with our solutions – this stuff is complicated! Have a strong written and verbal communication skills You have experience in an office environment You have customer support experience A keen sense of humor and ability to laugh at some truly corny jokes.
It would be great if you have:



Experience working with an IT Managed Services Provider Experience with PSA (Professional Services Automation) and RMM (remote monitoring and management) tools like Autotask and Kaseya VSA. Experience leading a team
Having one or more of these certifications would let us know you mean business:


CompTIA A+ and/or CompTIA Net+ Microsoft 365 Certification Cisco Certified Network Associate

W.W. Williams was founded in Columbus, Ohio, in 1912. Today The W.W. Williams Companies has a broad portfolio of businesses located throughout the U.S. and Mexico. Collectively under the long-standing brand, W.W. Williams Companies make up one of the nation's largest sales and service providers of industrial power products with an extensive network of 41 facilities employing more than 475 service technicians. It offers service and repair, OEM product sales, and supply chain management solutions. Its products and service offerings include diesel engines, transmissions, bumper-to-bumper truck repair, transport refrigeration, power generation systems, and supply chain logistics services.

Opportunity Summary:

The Service Desk Supervisor role will be located in Dublin, OH at the corporate headquarters (greater Columbus, OH area) and report to the IT Operations Manager of W.W. Williams. The Service Desk Supervisor is responsible for coordinating and overseeing the daily operations of the IT Service Desk ensuring that end users are receiving appropriate assistance and problem resolution in a timely and effective fashion, with a focus on the customer experience. This position will work closely with the IT Operations Manager to develop and improve IT Service Desk policies and procedures along with client facing technologies.

Job Duties:

• Coordinate the delegation of all user support issues.
• Provide vendor management and coordination with outsourced Service Desk to ensure a consistent, high-level of customer experience.
• Serve as an escalation point for support issues as needed within the Service Desk.
• Develop and direct projects to improve Service Desk support capability.
• Demonstrate an awareness of relevant support issues as it relates to the impact across the company.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies and methods of support delivery.
• Develop and provide technical training to end users and IT Service Desk staff.
• Provide coaching, mentoring, develop personal development plans, and hold regular performance reviews with direct reports.
• Lead and assist other Service Desk staff in support of a major or complex support issue.
• Develop, define, and communicate user/technical service policies for products supported by the Service Desk.
• Track inventory of computer hardware, software ensuring proper lifecycle adherence.
• Ensure proper documentation for supported hardware/software for use by other Service Desk personnel.
• Analyze Service Desk performance metrics to identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Work Experience & Qualifications:

• 3+ years in an IT Service Desk role, with 1+ years in a team lead or supervisory role (Preferred)
• Strong experience with Microsoft 365 platform, including Microsoft Endpoint Manager (Intune)
• Proven experience improving service delivery processes using automation tools (ex. Powershell, Intune)
• Experience with ITSM (ex. ServiceNow) maintenance and customization (Preferred)
• Previous exposure to practical utilization of ITIL principles
• Preferred certifications: A+, N+, Security+, Microsoft MD-100, ITIL Foundations
• Strong written and verbal communication skills