Supervisor, IT Service Desk at Karma Automotive in Irvine, CA

Responsibilities

• Lead all activities of customer service staff to excel in department and individual objectives, provide staff with a clear sense of direction and purpose, communicate with staff effectively and in a timely manner, and regularly utilize a variety of recognition tools.
• Lead the Service Desk function and team in a hands-on manner – getting involved in tickets, issues, and customer interactions.
• Continually assess service desk individual and group productivity.
• Lead service desk team meetings to keep staff apprised of events and procedures.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, including ITIL v3.
• Contribute to Performance Appraisals for Support Services staff as necessary.
• Monitor the helpdesk queue within Zendesk to ensure issues are resolved within SLAs.
• Ensure that all work is verbosely logged and tracked through Zendesk system.
• Lead process improvement initiatives for Desktop Services.
• Lead innovation efforts to introduce transformational products, services, and processes to the customer base.
• Develop and implement innovative initiatives aimed at improving the customer experience.
• Assist in setting direction in identifying and implementing process improvement opportunities.
• Design and implement road map needed to drive operational success within workplace IT.
• Meet with representatives from user departments to identify needs and assist in the coordination of service desk activities.
• Develop Project Plans and identify key deliverables, milestones, and resource requirements.
• Accountable for performing all functions related to supervising a staff, including interviewing and hiring, training and coaching, and evaluating performance.
• Other duties, as assigned.

Qualifications

• Degree or certification in IT field (be ready to discuss your knowledge).
• 6 years of increasing responsibility and experience in an enterprise IT helpdesk, plus four years in a leadership role.
• Fundamental understanding, hands-on experience, and ability to act as the owner for Office 365, Anti-Virus, and Patch Management tools.
• Office 365
• Exchange online
• Powershell scripting
• SharePoint online
• OneDrive
• Apple and PC workplace support
• Jamf
• SCCM
• Zendesk
• Sophos
• Proactively design and implement runbooks for continuous improvement.
• Demonstrated ability to lead a team with influence, and show by example – using outstanding interpersonal skills, collaboration, and negotiation skills.
• Strong analytical and organizational skills and demonstrated ability to understand both the macro and the micro view of a situation.
• Ability to instill a culture of service that places our internal customers first. Develop KPIs and metrics to measure service levels. Implement proactive maintenance processes for desktops, laptops, and printers.
• Proven experience implementing service desk automation for issue tracking and self-support portals. Build automated workflows to improve the quality and speed of common support requests.
• Must be able to work outside of core hours, as business conditions necessitate (e.g., implementation of new functionality, end-user systems roll-out, etc.).
• Basic knowledge of Quality Management Systems (ISO 9001:2015) and Environmental Management Systems (ISO 14001:2015), as applicable.