IT Supervisor - Service Desk - Costco Travel

As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees. Your role includes leading the specific functional responsibilities of your team, which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team's strategic vision and plan and ensuring that your team's actions align with the larger goals of the company and the IT Division.

The Service Desk Supervisor will share their knowledge and skills as an active team member in the continuing development of the Service Desk Team. Participates in training, meetings, and projects to further develop their skill-set at Costco Travel. The Service Desk Supervisor will oversee employees of the Service Desk team and assist in developing, coordinating, and upholding standards within the department and promoting a high-level of accuracy and productivity.

As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.

Job Duties / Essential Functions

• INTEGRITY : When achieving benchmarks and goals, use methods / strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
• MEMBER SERVICE : Provides and ensures staff provides an exceptional member experience.
• ADMINISTRATION : Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
• MANAGING PERFORMANCE : Coaches and mentors' employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
• COMMUNICATION : Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
• SELF-MANAGEMENT : Demonstrates sound judgment, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.
• INCLUSION : Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
• COMPLIANCE AND SAFETY : Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.
• Supports a healthy, cooperative team by fostering a work environment based on collaboration, openness, and trust.
• Develops and maintains positive working relationships with Technology and business stakeholders.
• Leads the team in daily operations and maintenance.
• Encourages and models a culture of continual learning and professional development by providing regular training and professional development opportunities.
• Coaches and counsels' employees on career development opportunities and options.
• Establishes and communicates clear performance expectations and provides thoughtful and timely coaching and feedback to ensure department, business and company procedures and standards are met.
• Reviews applicant submissions for job postings, conducts interviews and makes recommendations regarding hiring status.
• Responds to employee concerns using problem-solving skills, tact, and discretion in accordance with the Costco Employee Agreement and other applicable regulations.
• Collaborates with and assists other divisional teams and areas of the business.
• Empowers employees to take an active role in the organization and to take responsibility for their projects and goals.
• Encourages employees to contribute to the success and high performance of the team by listening to and incorporating employee ideas and feedback, when appropriate.
• Supports a healthy and cooperative team dynamic by fostering a work environment based on collaboration, openness, and trust.
• Completes functional supervisory responsibilities including, but not limited to : capacity planning and scheduling, performance management, employee recruitment and hiring, budgeting, personnel administration, etc.
• This is a full-time management / leadership position (45 hours per week).
• Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery

Non-Essential Functions

Ability to operate vehicles, equipment or machinery

Experience, Skills, Education & Licenses / Certifications

Required :

o CompTIA A Certification (220-901 and 220-902).

o Microsoft Office Specialist (MOS) Expert Certification.

o Microsoft Windows 10 Operating Systems Fundamentals (98-349) Certification.

Recommended :

Other Conditions

Required Documents

FMLA or other protected absences.)

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