Supervisor, IT Service Desk
Vandalia, OH, US, 10391
Overview
The IT Service Desk Supervisor is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail, and distribution centers. This role supervises our Service Desk team in our Ohio Distribution Center and Westwood, MA office, and is a hands-on IT support resource. They are a member of the Incident Management team and act as a back-up for the IT Support management team as needed. This role reports to the Sr. Manager, IT Support Services.
What You'll Do
- Supervise and own daily operations of the IT service desk, ensuring a high level of technical support and customer service.
- Lead, mentor, and develop a team of Technicians, Senior Technicians, and Technical Leads, promoting a culture of high performance and continuous improvement.
- Holding team performance accountable against service levels and key performance indicators (KPIs), adjusting as necessary to enhance efficiency and effectiveness.
- Coordinate and oversee the scheduling of IT service desk staff to ensure optimal coverage and responsiveness across multiple shifts and locations, adapting to varying workflow demands.
- Manage escalation procedures and ensure proper communication channels are maintained between support staff, escalation teams, and stakeholders.
- Supervise the management of IT service desk tools.
- Engage with business stakeholders to maintain relationships.
- Develop strategies for service delivery optimization and ensure the implementation of these strategies.
- Implement and refine IT service desk policies and procedures to improve quality of support.
- Regularly report on IT service desk performance, challenges, and outcomes to senior IT management.
- Conduct periodic reviews and audits of IT support tickets and responses to ensure compliance with service standards.
- Develop and implement training programs for new hires and ongoing training for existing staff to enhance their technical skills and customer service capabilities.
- Encourage professional development of staff through certifications and training opportunities.
- Meet & virtually communicate regularly with global Support teams.
- Focused on maintaining global standards across AMER, EMEALA and APAC Tiers 1 & 2 teams.
- Define new standards as technology or processes inevitably change.
What You'll Bring to the Table
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, related field, or equivalent experience.
- 3+ years of technical experience in corporate and retail support.
- Proven experience in a supervisory role leading others.
- Ability to work a flexible schedule, including mornings, evenings, weekends, big event days based on business needs, and on-call shifts which will fall on irregular working hours/days.
- Excellent interpersonal, relationship management, and communication skills.
- Highly motivated self-starter with high sense of urgency.
- Advanced IT knowledge with PC hardware, software, peripherals, networking technologies (VPN/VLAN/WIFI), and active directory.
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Supervisor, IT Service Desk 
Salary or Pay Range: $82,000 - $92,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate