IT Service Desk Supervisor On Site

ABOUT THE ROLE

We are looking for a Senior Supervisor to join our globally diverse and hardworking team.  The candidate hired into this position will be focused on supporting a diverse group of professionals in our On Site Enterprise Technology IT Support Engineer team. You will specialize in serving our internal members and be responsible for leading, inspiring, and supervising a team of 8-12 IT Support Engineers, while ensuring the highest levels of customer satisfaction. Key responsibilities include, but are not limited to, allocating and advising workloads to meet productivity and service level goals while ensuring excellent customer experience, coaching and developing your team, and serving as a conduit & escalation point for your team working to resolve sophisticated issues quickly and efficiently.  

It is critical that you understand Peloton’s  business and organizational objectives and translate them into relevant team tasks. This entails building and implementing action plans based on KPI, metrics, and targets that have been established.  

YOUR DAILY IMPACT AT PELOTON

• Instruct agents and team leaders to deliver on KPI/Metric targets while consistently developing new initiatives or iterate on existing processes to drive success. 
• Actively supervise channels (calls, emails, chats, tickets, etc.) to ensure quality while coaching on improvement areas.
• Supervise the day to day operations of an On Site IT Support Engineers within your Line of Business and assigning tasks to Team Leaders and Agents, including optimal coverage and efficiency
• Demonstrate a dedication to organizational success by effectively leading change and initiating improvements in the process and culture of the team
• Expedite resolution of sophisticated end user on-site issues, reduce first reply time and full resolution time, actively monitor and address all issues as needed
• Partner with appropriate teams as needed to ensure full understanding of an issue's current status and resolution and representing the voice of our Members
• Continually assist in the development of team members across all areas of specialization while encouraging a high level of engagement
• Help to attract and retain top talent to the team
• Interview and hire new Agents; supervise their development through evaluation and coaching to ensure continued growth and deeper skills
• Lead team meetings to ensure team understanding of company initiatives as well as the team’s performance against KPIs
• Review Helpdesk evaluations and provide mentorship and feedback to team members
• Remain calibrated with Enterprise Technology team and other leaders
• Perform queue management duties as needed
• Embody accountability by holding yourself to the highest professional standards. Hold your team accountable through coaching and corrective action as necessary
• You will help lead change across the team and drive Agent proficiency from new hires through proven professionals in an environment of great change: new markets, new products, and significant growth

YOU BRING TO PELOTON

• 3+ years of leadership experience inclusive of 2+ year experience leading a virtual team
• 4+ years experience in a medium to support environment via Slack/Jira Service Desk/Email
• Excellent written and verbal communication skills
• High level of professionalism with previous experience interacting with high level executives 
• Proven experience with performance management and developing talent 
• Demonstrated critical thinking skills & ability to complete multiple priorities simultaneously
• Appropriate technical skills and working knowledge of Google Workspace, Okta Administration, & the other systems/tools used at Peloton with the proven ability to learn new platforms/technologies 
• Embraces & thrives on change
• Responsive, flexible, adaptable
• Great analytical skills - able to understand, interpret, and manipulate data & spreadsheets 
• Proven ability to operate with discretion and confidentiality regarding sensitive information. 
• Jamf Experience preferred
• High level of knowledge transfer best practices

Base Salary: $103,200.00  to $134,200.00

The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

• Medical, dental and vision insurance 
• Generous paid time off policy
• Short-term and long-term disability
• Access to mental health services
• 401k, tuition reimbursement and student loan paydown plans
• Employee Stock Purchase Plan
• Fertility and adoption support and up to 18 weeks of paid parental leave 
• Child care and family care discounts
• Free access to Peloton Digital App and apparel and product discounts
• Commuter benefits and Citi Bike Discount
• Pet insurance and so much more!

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