IT Service Desk Supervisor

Job Description
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
The primary function of the Service Desk Supervisor is to provide leadership and coaching support for the ITSD team. They provide support by being available to answer general questions and handle Service Desk ticket escalations when needed. These tickets may be complex and require greater access and detailed knowledge of Safelite's systems and applications to resolve them. A ITSD Supervisor coaches our Specialists and ITSD Analyst's to provide exceptional service and timely issue remediation. Additionally, they serve as a key point of contact with other teams and represent ITSD in cross-functional projects.
 
What You’ll Do
Leadership and coaching tasks related to their team.
Training and documentation
Provide quality assurance by reviewing phone calls and tickets. They will meet with the Specialists to review results and take corrective actions when a performance issue has been identified.
Answer general Specialist questions and handle ticket escalations.
Add and review articles in the knowledgebase.
Project work approved by ITSD Leadership.
Other duties assigned by management.
What You’ll Need
High school diploma required.
Minimum 4-6 years Required, in a Call Center or Service Desk environment Preferred.
What You’ll Get
Competitive weekly pay and bonus opportunities.
A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
Up to $5,250 annually in tuition reimbursement.
View all our health, wealth, and life offerings at (url removed).
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Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at (url removed)/Careers.
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.
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