Summary

The Service Desk Supervisor oversees the team that is responsible for proper prioritization, logging, and initial troubleshooting of all incoming requests for support from internal and external users via phone, email, and chat in a pleasant and professional manner. This position will oversee troubleshooting of all Ashley developed applications and websites, desktop and mobile related operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc. The Service Desk Supervisor will be a point of escalation and provide direction for issue resolution to analysts. The Service Desk Supervisor will adhere to the company computer usage policy, systems development standards and other company and departmental policies and processes.

Key Responsibilities

Team Leadership • Monitor and assist service desk team members with incident resolution • Make employment decisions including hiring, promotions, corrective actions, and terminations • Coordinate teamwork and direct members to achieve departmental goals • Manage employee performance through coaching, mentoring, and performance reviews • Audit timekeeping and attendance records for accuracy • Facilitate growth through weekly meetings, training, and development opportunities

Process Management • Define Critical Success Factors, Process Metrics, and KPIs for improvement recommendations • Audit standard operating procedures to ensure compliance • Continuously improve service efficiency through better tools and processes • Develop new processes and procedures aligned with industry best practices • Review and approve knowledge base articles for incident resolution improvement

Strategic Operations • Manage key processes: Incident Management, Reporting, On-call, and ITSM platform development • Establish process management vision, strategy, design, and implementation • Ensure strategic alignment and process health to support business and IT goals • Oversee discovery and service mapping strategies and processes • Research and propose technology recommendations aligned with strategic vision

Collaboration & Communication • Collaborate with process owners and SMEs to establish technical vision • Analyze tradeoffs between usability and performance needs • Manage resources to optimize equipment, facilities, employees, and materials • Assist users with systems operations problems and coordinate root cause analysis • Interact professionally with customers, vendors, and peers for escalation resolution

Core Functions • Embrace change and handle essential assigned tasks • Demonstrate company Core and Growth Values in all functions • Communicate effectively across all organizational levels