Here at scotts miracle-gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!
The role of the it service desk supervisor entails oversight and coordination of it service desk agents to ensure the efficient resolution of it issues with a focus on user experience and satisfaction. This involves providing guidance and technical expertise to support agents, while also monitoring performance and ensuring adherence to service level agreements. They are responsible for implementing process improvements and fostering a culture of continuous learning and development within the team. Additionally, they collaborate with other it teams to facilitate the implementation of shift-left opportunities.
Team oversight & coordination
supervise and provide leadership to the it service desk agents, including training, coaching, and performance management
allocate resources effectively to ensure optimal coverage and response times
foster a positive and collaborative team culture to enhance productivity and morale
quality assurance
monitor and evaluate the quality of service desk interactions, ensuring adherence to service level agreements (slas) and customer satisfaction goals
implement quality assurance processes and provide feedback to agents for continuous improvement
identify trends and patterns in support issues to proactively address recurring incidents
incident & service request management
oversee the resolution of incidents assigned to the service desk, including escalation and resolution processes
coordinate with other it teams to facilitate the timely resolution of complex issues
assist agents with technical support and guidance on incidents for speed of resolution
oversee the timely fulfillment of agent assigned service requests and escalation to tier 2/3 teams
performance reporting
generate and analyze performance reports to track key metrics such as ticket volume, handling times, and customer feedback
present performance insights to management, highlighting areas for improvement and success stories
use data-driven decision-making to optimize service desk operations and resource allocation
process improvement
identify opportunities for process improvement and efficiency gains within the service desk operation
lead initiatives to streamline workflows, automate repetitive tasks, and enhance service delivery
collaborate with other it teams to facilitate shift-left initiatives
skills
excellent leadership, collaboration and problem-solving skills
intermediate level of understanding of itil best practices
proficiency in utilizing servicenow or similar platform
advanced in english for effective verbal and written communication
skill in monitoring kpis and slas, generating meaning reports to track team performance
education
bachelor's degree or equivalent experience in information technology, computer science, or a related field
comptia a+ or greater
comptia security+ or greater
itil 4 foundations
experiences
4 - 7 years proven experience in it service desk supervisory or related roles
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Scotts is an eeo employer, dedicated to a culturally diverse, drug free workplace.
Eeo/aa employer/minority/female/disability/veteran/sexual orientation/gender identity
notification to agencies:
please note that the scotts miracle-gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed master service agreement, and specific approval to submit resumes to an approved requisition, the scotts miracle-gro company will not consider or approve payment regarding recruiter fees or referral compensations.
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