What are the responsibilities and job description for the IT Operations Supervisor position at EG America LLC?
Are you curious about solving complex business challenges for a leading convenience retailer? Do you have a passion for cross functional collaboration? Then you may be the perfect addition to our team!
EG America is one of the fastest-growing convenience store retailers in the United States, committed to becoming America’s #1 ‘one-stop’ destination. The business has an established pedigree of delivering excellent fuel, grocery and merchandise, and food service. Headquartered in Westborough, Massachusetts, our Company has grown to over 1,500 locations across the United States employing over 18,000 team members. You can find us operating under the following store banners: Certified Oil, Cumberland Farms, Fastrac, Kwik Shop, Loaf N Jug, Minit Mart, Sprint Food Stores, Tom Thumb, Turkey Hill, and Quik Stop. Our headquarters in Westborough, MA is home to our Store Support Center, Company Warehouse, and Culinary Center.
What We Offer:
- Competitive Wages
- Work today, get paid tomorrow through our earned wage access program*
- Paid Time Off
- Medical/Health/Dental Coverage
- 401K with Company Match
- Team Member Discounts
- Tuition Reimbursement
- Employee Assistance Program
- Health Savings Account
- Company Spirit Days
- Employee recognition and awards
- And much more!
Position Summary:
The IT Operations Supervisor is responsible for providing leadership to the IT Store Escalations and IT Enterprise Escalations Teams. This role involves managing IT groups that handle tickets/issues from both the stores and end-users. IT Operations Supervisor will oversee all tickets which are related to Stores activities and Enterprise environment which are escalated from the HelpDesk. Making sure that the tickets are being worked on in a timely manner and getting worked to completion.
Responsibilities:
1. Supervise and lead a team of escalation support technicians.
2. Provide coaching, mentoring, and performance feedback to team members.
3. Assign tasks, set priorities, and ensure the team's productivity and effectiveness.
4. Verify that the teams are Responding to and Resolving IT incidents and service requests promptly.
5. Assist in diagnosing and resolving complex technical issues, working closely with the store escalation team.
6. Identify recurring issues and work with the team to implement preventative measures.
7. Suggest process improvements and provide feedback on service quality.
8. Generate and analyze reports on escalation support performance, incident resolution times, and customer feedback.
9. Present findings and recommendations to management.
10. Ensures that these tickets are addressed in a timely manner and sees to it that they are worked on until completion. This may involve establishing ticket prioritization and escalation processes.
11. Show team success and challenges through Metrics and KPIs.
12. Build training program for Enterprise Escalation Engineer and Store Escalation Engineers.
13. Must be able to perform the essential functions of this position with or without reasonable accommodation
Working Relationships:
IT Operations Supervisor will work closely with the IT Operations Manager, Applications Administrators and the Helpdesk Manager.
Minimum Education:
Associate’s Degree in Computer Science, Information Systems, or Business Related Discipline
Preferred Education:
Bachelor’s Degree in Computer Science, Information Systems, or Business Related Discipline
Minimum Experience:
2-3 years of end user support or consulting experience within the application of experience
Preferred Experience:
3 years of end user support or consulting experience
Licenses/Certifications:
Microsoft Technology Associates, Infrastructure (ITIL) Foundations
Required Skills:
- Strong documentation discipline.
- Ability to analyze complex business requirements to develop actionable solutions.
- Demonstrates proficiency with technology implementations.
- Availability for on-call support and occasional off-hours work.
- Knowledge of the organization's specific IT infrastructure and systems.
- Adherence to the organization's policies, procedures, and security guidelines.
- Build strong working relationships with 3rd party vendors.
- Creation of clear acceptance criteria from other groups for production support to take on
Soft Skills:
- Proven experience in a helpdesk or technical support role, with a focus on handling escalated issues.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Exceptional communication and interpersonal skills, with the ability to handle challenging customer interactions.
- Knowledge of helpdesk software and ticketing systems.
- Familiarity with ITIL (Information Technology Infrastructure Library) principles is a plus.
- Relevant certifications (e.g., CompTIA A , CompTIA Network , and CompTIA Security ) may be advantageous.
Other Requirements:
Travel: MInimal
Hours & Conditions: Typically Monday – Friday, 8 hour days in office setting (4-5 days/week), on call availability for off hours support
Physical Requirements: Minimal physical effort required; sitting / standing at computer for long periods of time. Ability to maneuver and lift up to 10 lbs.
At EG America, it’s important that our employees reflect the world we live in and the communities we serve. We celebrate our differences, so your unique background and skillset could bring a wonderful new perspective to our team. If you have a passion for delivering exceptional results, thrive in a fast-paced corporate environment, and bring experience in business management or related areas, we'd love to meet you - even if you don't meet every single requirement.
