Service Desk Supervisor

Issaquah, WA, United States

As a Service Desk Supervisor and member of the IT Management team, you will join a talented team in managing, developing, and leading a highly-effective group of Technical Support Representatives (TSRs) known for providing high quality end-user technical support. Your role focuses on managing day-to-day Service Desk operations, overseeing team member performance and deliverables, and enabling continuous improvement for the benefit of our business. As a steward of the company, you will participate in the development and execution of the Service Desk's strategic vision and plan to ensure alignment with the larger goals of the company and IT.

The 24/7/365 Costco IT Service Desk has built a reputation for excellent end-user technical support. As a leader on the team, you will have a direct impact on how we assist Costco's business operations in leveraging technical services, applications, and features provided by IT designed to help grow the company.

As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.

Job Duties/Essential Functions

• INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.

• MEMBER SERVICE: Provides and ensures staff provides an exceptional member experience.

• ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.

• MANAGING PERFORMANCE: Coaches and mentors' employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill, and ability.

• COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy, and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.

• SELF-MANAGEMENT: Demonstrates sound judgment, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.

• INCLUSION : Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.

• COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.

•Creates a positive work environment focused on teamwork, accomplishments, and contributions in line with individual, team, divisional, and company goals

•Develops, adjusts, and manages schedules and resources to meet business needs based on KPIs - average wait time, abandon rate, speed to answer, service level agreements, and optimized productivity.

•Informs, supports, and positions team members to resolve the variety of issues reported.

•Collaborates with all areas of IT and the business to ensure Service Desk staff is equipped with the information required to support new initiatives

•Meets with, teaches, trains, and coaches team members in a timely manner to ensure high ticket quality, end-user support, timely resolution of system issues, and consistent growth in technical, customer service, and professional skills.

•Participates in the interviewing and hiring process for Service Desk staff.

•Partners with Service Desk management on process improvement initiatives with an emphasis on improved efficiency, productivity, functional maturity, and customer service.

•Drives and communicates major incident resolution efforts and timely updates in an organized approach.

•Handles escalations swiftly and appropriately on a case-by-case basis.

•This is a full-time management/leadership position (45hours per week).

•Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery

•Computer, phone, printer, copier, fax

Non-Essential Functions

•Assists in other areas of the department as necessary.

•Assists in other areas of the company as necessary.

Ability to operate vehicles, equipment or machinery

•Same as essential functions

Experience, Skills, Education & Licenses/Certifications

Required:

•Proven leadership skills and experience managing and developing a diverse team.

•Excellent verbal and written communication, interpersonal, organizational, and follow-through skills.

•A positive, "can-do" attitude.

•Ability to work constructively and collaboratively with people at all levels.

•Strong problem-solving skills, work ethic, sense of urgency, and ability to make good decisions under pressure.

•Track-record for innovation and excellence in current/previous roles.

•Demonstrated attention to detail and excellent time management skills.

•Ability to provide flexible and effective management in an ever-changing environment.

•Willing to travel.

•HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).

Recommended:

•Knowledge of and/or experience in an ITIL-based role, such as Service Desk and/or Incident Management practices.

•ITIL v3 (or greater) Foundation Certification.

•Costco employees: Management readiness or elevated analyst experience.

•Familiarity with multiple Costco business areas from an IT perspective.

•Familiarity with Costco's core business environment related to Merchandising, Warehouse Operations, and company philosophies.

•Technical competency (e.g. hardware/software, business equipment).

•Successful internal candidates will have spent one year or more on their current team.

Other Conditions

•Management will review the Job Analysis for this position prior to a job offer.

Required Documents

•Cover Letter

•Resume

•Last two performance reviews

•Attendance records for current year (Do not include absences covered by paid sick/personal time,

FMLA or other protected absences.)

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