Position Summary

As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees. Your role includes leading the specific functional responsibilities of your team, which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team's strategic vision and plan and ensuring that your team's actions align with the larger goals of the company and the IT Division.

The Client Hardware Support Supervisor is directly responsible for the performance of the CHS staff and the ongoing daily operations of the Client Hardware Support Team. This position will require supporting a team that provides support 7 days a week. To maximize leadership support of the CHS team, the core hours related to this position may include weekend and evening coverage, as well as 24/7 on-call responsibilities. The Supervisor will conduct regular one-on-one meetings with the CHS staff, provide performance feedback to the staff, provide coaching and mentoring for career growth, identify training opportunities for growth, provide input into performance appraisals, and act as the initial point of contact for escalation of issues.

The Client Hardware Support team handles all aspects of hardware and software utilized by employees. Products include but are not limited to: Windows, PCs, Macintosh, iOS, Android, Tablets, Uninterruptible Power Supplies, Desktop Printers, Label Printers, RF Scanners, Scales, etc. These devices are located in warehouses, depots, ancillary businesses, corporate, and regional offices.

As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.

Job Duties/Essential Functions

• INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
• MEMBER SERVICE: Provides and ensures staff provides an exceptional member experience.
• ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
• MANAGING PERFORMANCE: Coaches and mentors' employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
• COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
• SELF-MANAGEMENT: Demonstrates sound judgement, taking a partner when necessary. Ability to maintain self-control in

the face of hostility or provocation or in intense, hectic situations.

• INCLUSION: Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Take

the time to get to know or reach out to candidates who show potential that may not come forward on their own.

• COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.
• This is a full-time management/leadership position (45+ hours per week).
• Oversees and administers CHS staff and processes including the triage, monitors incidents for completeness and timeliness of escalation
• Provides an environment where CHS staff is well-informed, supported and positioned to resolve the variety of issues encountered.
• Provides excellent customer service to internal clients and communicates effectively with management, team leaders, and other team members within the department.
• Ensures that employees have appropriate training and other resources to perform their jobs.
• Provides daily direction and communication to team members to ensure timely and efficient service.
• Conducts selection interviews and assists in hiring of team members. Oversee new employee training and orientation.
• Organizes and facilitates regular team status and individual one-on-one meetings.
• Completes 30-day and 90-day reviews for new hires and annual performance reviews for CHS team members.
• Partners with the Manager, address employee disciplinary and/or performance problems according to company policy.
• Creates and maintains a high-quality work environment.
• Identifies staffing coverage gaps and solicits volunteers for coverage opportunities, communicates and maintains records of approved overtime assignments.
• Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery.

• Computer, phone, printer, copier, fax.

Non-Essential Functions

• Assists in other areas of the department as necessary.

Ability to operate vehicles, equipment or machinery.

• Same as essential functions.

Experience, Skills, Education & Licenses/Certifications

Required:

• 1-2 years' experience with ITIL processes including: Incident, Problem, Change, Knowledge and Event Management.
• Excellent verbal and written communication skills, as well as strong proven leadership/team building & personnel development skills.
• A positive, "can-do" attitude.
• Advanced skills in troubleshooting and analysis of network, applications, systems and device issues.
• Proven leadership skills and experience managing and developing a diverse team.
• Strong, proven interpersonal skills & ability to work well with people at all levels.
• Intellectually inquisitive nature with the ability to be open-minded to varying opinions.
• Innovative, creative, and extremely responsive with a strong sense of urgency.
• Excellent customer service skills.
• Detail-oriented, strong problem-solving skills, with ability to analyze a situation for potential future problems. Ability to make good decisions under pressure.
• Willing to travel and work in 24x7x365 operation - evenings, weekends, holidays and on-call will be required.
• HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).

Recommended:

• Ability to manage multiple complex projects concurrently.
• Familiarity with multiple Costco business areas from an IT perspective.
• Business acumen, data analysis and ability to build business cases and executive summaries.
• Knowledge or experience working in an operations support area ( i.e. NOC, ITOC, SOC, etc.)
• Familiarity with Costco's core business environment related to Merchandising, Warehouse Operations, Supply Chain and company philosophies.
• Technical competency is desired (e.g. Hardware/Software, Network infrastructure).
• Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
• Successful internal candidates will have spent one year or more on their current team.

Other Conditions

• Management will review the Job Analysis for this position prior to a job offer.

Required Documents
• Cover Letter
• Resume
• Last two performance reviews
• Attendance records for current year (Do not include absences covered by paid sick/personal time,

FMLA or other protected absences.)

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