Overnight Supervisor Support Desk

Sprouts Farmers Market•Phoenix, AZ

About The Position

The Support Desk Supervisor is responsible for organizing and overseeing the day-to-day operations of the Support Desk Team in collaboration with the Support Desk Manager. They are expected to monitor key performance indicators to ensure the Team is operating efficiently and address areas of concern. This position works within the ITIL framework to communicate with Team Members and other functional units within the Sprouts IT Department and works within an Agile framework for projects. Within the IT Support domain, the Support Desk Supervisor requires an advanced understanding of the software used in a Microsoft office environment, desktop browser maintenance, and desktop computer and printer troubleshooting. A strong sense of customer-focused service is a must. Proficiency in documenting work performed and setting expectations for the timelines required to complete service is required. An understanding of ITIL aligned best practices is required. Experience working within an agile framework is preferred but not required. The Support Desk Supervisor must apply strong supervisory skills to train and mentor IT Support Desk Team Members. They are adept at defining and executing the strategies, tools, ITIL-aligned best-practices, and documentation for supervising a mature, enterprise-class Support Desk environment. The position will serve as an escalation point for Support Desk Technicians and is expected to provide front-line coverage in emergency situations.

Requirements

2-year degree or equivalent work experience.
2-3 years of phone queue support and experience working within a ticketing platform.
3-5 years working experience with Microsoft Operating Systems and troubleshooting all versions of Microsoft Office.
Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.
Ability to independently research issues with Microsoft products is required.
Ability to effectively troubleshoot hardware (PC, laptops, printers, tablets and smartphones), software and system problems required.
Working knowledge of Active Directory is required.
Functional knowledge of network topology and employed technologies is required.
Advanced Retail environment experience is required.
ITIL 2011 certification is required.
Must be flexible and available to provide off-hours support and coverage.
Maintain high levels of integrity and dependability.
Maintain a focus on results, quality and customer satisfaction.
Works well in a team environment and effectively manages work activities.
Project a professional demeanor and appearance.
Be extremely flexible and adaptable.
Demonstrates the ability to function and stay focused in a constant pressure, fast growing and ever-changing organization.
Ability to competently understand, speak, read and write English.
Ability to produce professional written communication including project submittals, complex Visio diagrams and knowledgebase articles.
Ability to effectively present information and respond to questions from groups of managers, project steering committees and customers.
Requires excellent interpersonal communications skills.

Nice To Haves

Experience working within an agile framework is preferred but not required.
CompTIA and/or Microsoft certifications preferred.

Responsibilities

Track day-to-day performance of technicians.
Train current technicians on new processes and new technicians on current processes.
Organize and delegate responsibilities related to IT Support Desk projects.
Bring improvement ideas and methodologies to the attention of the Support Desk Manager.
Supports and participates in the continuous assessment and improvement of the quality of care and services provided.
Maintain a specialist level of knowledge in one or more systems used in the retail environment.
Provide second-level hardware, software, and network support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations.
Using defined escalation procedures; logs and escalates problems as appropriate to vendors, tier 3 support, and other IT organizational units.
Follows-up with Team Members to make sure their problem/request is resolved.
Assists with Problem Process Management

Benefits

Competitive pay
Sick time plan that you can use to support you or your immediate families health
Vacation accrual plan
Opportunities for career growth
15% discount for you and one other family member in your household on all purchases made at Sprouts
Flexible schedules
Employee Assistance Program (EAP)
401(K) Retirement savings plan with a generous company match
Company paid life insurance
Contests and appreciation events throughout the year full of prizes, food and fun!
Bonus based on company and/or individual performance
Affordable benefit coverage, including medical, dental and vision
Health Savings Account with company match
Pre-tax Flexible Spending Accounts for healthcare and dependent care
Company paid short-term disability coverage
Paid parental leave for both mothers and fathers
Paid holidays
DailyPay - if you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free.