Service Desk Supervisor

Position Summary:

As a Service Desk Supervisor, you will be an essential member of Curaleaf’s IT Service Management Team.  You will manage resources within the Service Desk team to ensure high availability of systems and service level performance. This role must build strong relationships with Information Technology departments and business partners while using defined processes for incident, request, change, and problem management. Emphasis in this role is given to continuous improvement in IT Service Management, call and ticket processing, and customer satisfaction.

Essential Duties and Responsibilities:

Responsible for the day-to-day management, supervision, and escalation for the Curaleaf Service Desk, which provides first level of support for the Curaleaf’s corporate offices, dispensaries, operations facilities, and remote team members.

Day-to-day IT Service Management. Provide leadership for Service Desk team members through mentorship and coaching. Ensure incidents are resolved timely while looking for opportunities to develop and mature IT Service Management processes. Manage staff schedules to ensure Service Desk coverage during normal business hours and after-hours, as needed. Oversee and act as an escalation point for all IT requests and incidents between the Service Desk and other IT teams.

Management. Establish and track metrics and KPIs to ensure consistent quality desktop support for team members on a regular schedule – daily, weekly, and monthly. Write and deliver Service Desk staff performance appraisals annually to meet People and Culture time requirements for completion. Approve hours worked, PTO, travel and other Service Desk staff needs.

Process Improvement. Solve problems and make decisions relative to Service Desk responsibilities. Develop policies and procedures for the Service Desk. Develop and maintain an IT technical knowledge base of identified problems, known errors, and confirmed solutions. Train Service Desk staff on operational procedures and troubleshooting techniques. Facilitate training on new hardware and/or software applications as required.

Relationship Management. Proactively manage team member relationships. Lead team member check-in calls with business partners. Drive initiatives focused on retention and customer satisfaction.

Project Management. Shepard/execute project plans for road maps and annual business goals. Lead and hold weekly check-in calls with the team members in concert with the Director, IT Service Management. Lead internal team meetings to ensure services are progressing to plan. Understand internal team member issues, provide sound recommendations, and follow through to resolution

Job Qualification Requirements:

A customer success-focused individual with deep understanding and experience with all forms of IT including networking, servers, virtualization, workstations, mobile devices, etc. Experience leading a team of technicians. This experience must include things such as reviews, steps of discipline, and hiring/firing. Experience in ITIL foundations and the execution of best practices as it relates to the IT Service Management, and more specifically in the Service Desk. In-depth knowledge of service level agreements, ticket priorities, key performance indicators. Maintain certifications and stay abreast of the industry trends to ensure the help desk stays on the cutting edge. Ability to multitask and remain calm under pressure. Ability to occasionally work off shift, nights and/or weekends, on-call rotation.

Additionally, must meet these requirements:

• Internal candidates must be in their current role 6 months or more and in good standing for consideration.
• 6+ years IT support experience.
• 4+ years of Service Desk leadership experience.
• 4+ years managing high-performing teams.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• High attention to detail.
• Decision making ability.
• Maintain clear and efficient communication with internal staff and customers.
• Ability to set priorities and complete projects in a fast-paced environment.
• Ability to work quickly, independently, and effectively with little direct supervision.
• Committed to the highest standards of quality.
• Proficiency/experience in Microsoft cloud functions (O365).

Additional Preferred Experience:

• Bachelor’s degree in computer science, information systems, or related field.
• Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.).
• Experience with Freshservice, ServiceNow or other ticketing systems.