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IT Supervisor / Service Desk - Lenexa, KS

Location: Lenexa, KS, United States -
Job ID: 1107331
Distribution/Supply Chain-Sal
Job Type: Full-Time
Date Updated: Sep 18, 2021

IT Supervisor / Service Desk - Lenexa, KS

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

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney: 

JCPenney proudly serves customers at more than 650 stores across the United States and Puerto Rico, and at the Company’s flagship store, jcp.com. JCPenney is one of the nation’s largest retailers of apparel, home, jewelry, and beauty merchandise with a growing portfolio of private and national brands. Guided by the Golden Rule, JCPenney employs more than 60,000 associates worldwide and has served customers for over 119 years, playing a vital role in the communities it serves. For additional information, please visit jcp.com and follow JCPenney on FacebookInstagram, and Twitter. 

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

Job Title: IT Supervisor / Service Desk - Lenexa, KS
Location: Lenexa, KS, United States -
Job ID: 1107331

J.C. Penney Company Inc.
Plano, Texas

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