IT Supervisor / Service Desk - Reno, NV

IT Supervisor / Service Desk - Reno, NV

Under the direction of the IT Service Desk Senior Manager, the IT Service Desk Supervisor will carry out various operational strategies by communicating and implementing department objectives. Additionally, the IT Service Desk Supervisor is responsible for coaching, mentoring, motivating and leading-by-example a team of Service Desk Analysts.

Responsibilities for this position include managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. In addition to scheduling, planning, assigning, directing/overseeing work, and training employees; appraising performance; rewarding and disciplining employees; addressing complaints and engaging in problem resolution.

Primary Responsibilities:

• Directly supervises Service Desk agents
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future reoccurrence.
• Manage the processing of incoming calls to the Service Desk via telephone to ensure courteous, timely, and effective resolution of end user issues.
• Establish and enforce Service Desk service level agreements with Stores and Home Office employees to establish problem resolution expectations and timeframes.
• Develops and maintains operations plan for all functions, including Service Desk, Documentation management, Incident Response, Labor Forecasting, and Front-Line management
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Oversee development and dissemination of KBAs, user guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.

Core Competencies & Accomplishments:

• Bachelor’s Degree in Information Technology or related field required.
• Ability to forecast capacity and build analytical models
• Minimum of three (3) years’ experience in a Team Lead or Supervisory role required.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Strong verbal and written communication skills that a non-technical end user and/or senior executive can understand.
• Ability to absorb and retain information quickly; Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Intermediate proficiency in Adobe Acrobat, MS Visio, Word, Excel, PowerPoint and Outlook is required.
• Experience using BMC Remedy

About JCPenney:

At JCPenney, we share a passion for serving customers, supporting our communities and being the best retailer for all families. As a company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. At every touchpoint, customers discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 90,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort.

Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a safe, caring and welcoming environment. It is a place where careers prosper, accomplishments are celebrated and diversity flourishes. It’s a place that’s meant for you.

For more opportunities to join our team please visit our careers page.

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Job Title: IT Supervisor / Service Desk - Reno, NV
Location: Reno, NV, United States -
Job ID: 1103313

J.C. Penney Company Inc.
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