Supervisor, Technology Service Desk (Afternoon Shift)
Location: Coraopolis, PA
Job Type: Full Time / Permanent
The afternoon shift Supervisor will work directly with stakeholders and all management across technology, product and business functions to plan, develop, and execute various service management strategies and deliverables for companywide benefits. This role is responsible for overseeing L1 Support teams that provide timely, customer oriented, and effective services coupled with efficient processes, tools, measurements and communications to our stakeholders of the highest quality. Supervisors are expected to focus on eliminating risks across the company, produce mission-critical infrastructure solutions, operational improvements, increase observability within the technology ecosystem, develop meaningful performance measurements, and coordinate communication to stakeholders. In the supervisory role you are required to provide leadership to direct teams, collaborate with internal/external groups, peers, customers and employees to drive efficiency, reliability, and stability to production services including process improvements, automation, and self-healing solutions. Focus on error detection, application/service defects, and improving service restoration capabilities along with overall service availability and customer satisfaction. The supervisor provides an opportunity to blend operational support, system design, and product engineering skills with a passion for troubleshooting and issue mitigation to address an ever-changing environment with scalability and service reliability challenges.
JOB DUTIES & RESPONSIBILITIES: Lead the afternoon shift Service Desk team’s day-to-day activities focusing on inbound call distribution, workload management, incident support, and general guidance. This includes critical incident management, facilitation of technical bridges, stakeholder communication, service restoration, and post incident review coordination. Leader of People – Responsible for your direct reports’ satisfaction, individual performance, training, career development, and shift obligations. Contribute to the Technology Operations Management on-call rotation. This responsibility includes responding to management escalations from operational teams during off-hours and weekends in the event a critical, business-impacting incident has been identified. This situation requires the appropriate coordination and management to restore service as quickly as possible to limit business impact and maintain constant communications with leadership and business stakeholders. Lead the effort to enhance and expand our standard support procedures for situations that arise compromising the effective and timely execution of critical systems and services. This will include an assessment of the situation, categorization of the incident, engagement of the support staff, escalation to appropriate management and full documentation of the events Contribute to new application/service knowledge transition, training, knowledge repositories and support requirements. Ensure information is being shared with all teams within Technology Operations. Additionally, responsibilities include but are not limited to: Assessing complex, business critical processes and technology issues that impact margins and overall bottom-line financial numbers and customer loyalty/experience. Assisting with the coordination and completion of Post Incident Reviews which include root cause analysis, process/gap identification, defining and assigning action-items, improving service observability, performance improvement, and automation / self-healing opportunities to ensure maximum service uptime and availability. Contributions to production service support by measuring and monitoring availability, latency, and overall system health. You’re expected to be on- call and have strong written communication skills and be able to develop working relationships with coworkers, managers, customers, and employees. Work across multiple product teams simultaneously to support rapid repair and development efforts.