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Supervisor IT Service Desk

Company: Generac Power System, Inc
Location: Waukesha
Posted on: June 8, 2021

Job Description:

Supervisor IT Service Desk

Company Generac Power Systems

Name Supervisor IT Service Desk

Req # 57046

Location TBD

Employment Type Full Time

Shift 1st

At Generac, Our People help make the world safer, brighter and more productive. United by our Values, people with diverse backgrounds and points of view work together to ensure our global customers have peace of mind.

We are a team of builders and doers who share a passion for innovation and a desire to outpace others. As an inclusive workplace, we empower our employees to embrace diversity in all forms, celebrate our differences, and treat everyone with equity and respect. At Generac, our success is powered by Our People.

Do you want to be part of something bigger? For more than five decades, Generac has designed and manufactured diesel, natural gas, and bi-fuel generatorsbut we did not stop there! As we continue to grow both in size and in technological advances, we are pushing past the norm and pathing a way for the future. We are not simply satisfied with what is working now; instead, we challenge ourselves and continue to be a leader in our industry.

This role will be responsible for Global IT Service Desk Delivery Operations and ensure that end users are receiving the appropriate assistance. This includes assisting with managing procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Global IT Service Desk. This role will be the main escalation point of contact and provide complex or advanced technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology as needed.

Essential Duties and Responsibilities:

  • Day to Day Service Desk Operations
  • Oversee ongoing delivery of the Global IT Service Desk support services enterprise wide, to include escalation within and outside I.T. when warranted.
  • Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
  • Assist in prioritization and address conflicting priorities.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems and generate statistical reports.
  • Measure customer feedback regularly from those receiving IT services. Present findings to management with continuous improvement recommendations.
  • Monitor and maintain end user equipment inventory at all sites
  • Work with vendors to obtain equipment quotes and execute orders
  • Management
  • Selects, coaches and develop intern and Tier I staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.
  • Procedures and Policies
  • Oversee the development, implementation and administration of service desk training procedures and policies in addition to the development of help sheets, usage guides and FAQs for end users.

Minimal Qualifications:

  • Bachelor's Degree in Computer Science, Business or related field OR equivalent experience
  • 5 years of experience troubleshooting PC's, printers, phone and network issues
  • 2 years of experience leading teams, developing people or organizing tasks

Preferred Qualifications:

  • Previous experience as a lead/supervisor in an IT Service Desk role

Knowledge and Skills:

  • Strong process and process improvement orientation
  • Ability to drive Vendor/Third Party Sourcing and Management completion of work
  • Microsoft SCCM, O365, Microsoft Active Directory and Service Desk Manager knowledge

Physical demands:

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Employee may be required to utilize ladders and lifts. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Keywords: Generac Power System, Inc, Waukesha , Supervisor IT Service Desk, Other , Waukesha, Wisconsin

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