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Service Desk Supervisor

in Sunbury, PA

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Job Description Job Attributes+

  • Job ID

    5583

  • Req ID

    21095

  • Job Category

    Customer Support/Client Care

  • Career Area

    Corp

  • Job Type

    Full-Time

  • Career Level

    Supervisor

  • Education Level

    F-2-Year College Degree

  • Travel

    0 - 10%

  • Job Location

    1000 S. 2nd Street
    Sunbury, PA 17801

Overview

The Service Desk Supervisor position is responsible for ensuring all the job functions of the Service Desk Representatives are executed at the proper Quality levels while maintaining necessary throughput for their role.  This position is responsible for the Service Desk Representative resources’ daily task rotation schedule and is accountable to align resources based on demand to ensure optimum coverage.  They have the authority to review and approve departmental communications and escalations.  Is accountable for supervising staff through major incident management and acts as the primary project resource from the Service Desk to the project community at large. And provides representation at operational meetings, generates reports and monitors work for quality and accuracy, as needed. The Service Desk Supervisor assigns available resources to tasks and roles as needed to ensure adequate service level coverage is provided, and acts in a leadership role that supports the Service Desk Manager and Weis policies.

This position is subject to shift rotation as the business demands and is expected to participate in an “On-Call” rotation. 

  1. Provides Service Request Intake Queue Management support for Weis Markets Enterprise. 
  2. Acts as a liason and single point of contact for all associates that need service from Support Teams.
  3. Monitors and executes escalated follow up to all open and aging tickets, as needed.
  4. Seeks input from second and third level support groups for incident resolution.
  5. Maintains communication with associates to update on progress resolution and status. 
  6. Verifies customer satisfaction and resolution in escalated situations, as needed.
  7. Acts as a resource / consultant in a supervisory role for the Service Desk Representatives to ensure proper routing of incidents and to provide guidance and instruction regularly and as needed.
  8. Leads major incident management scenarios and investigations
  9. Coordinates productivity levels in the service request intake queues.
  10. Frequently monitors workflows by physically and/or virtually surveying team engagement to identify improvement and training opportunities.
  11. Is the primary project stakeholder representing the Service Desk team’s interests to identify opportunities for engagement and improvement.

Job Qualifications

  • Typically requires an Associate’s degree or higher in Information Technology, Computer Sciences, Business or related field. 
  • Certifications are a plus.

JOB LOCATION

1000 S. 2nd Street
Sunbury, PA  17801

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    "Working as a manager, allows me to help train new associates to become the best they can be."

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    "Being a manager for Weis Markets has allowed me to grow as a leader, and an individual."

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    Weis Markets is proud to be an Equal Opportunity Employer. Learn more

    Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.