Service Desk Supervisor

Schedule Monday-Friday 11am-8pm

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.

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