Supervisor, Workplace Solutions & Service Desk

Description

Total Wine & More is seeking a Workplace Solutions & Service Desk Supervisor to join our Technology team in our Bethesda, MD office. You will be responsible for overseeing the design, implementation, and support of end-user computing environments while leading a team that provides exceptional technical support and customer service. This role ensures the reliability and efficiency of all end-user devices and services, manages service desk operations, and drives continuous improvement in service delivery and user experience. This role is a blend of leadership, technical expertise, and service excellence, ensuring efficient IT support and optimal end-user computing experiences across the organization. You will report to the Director of Workplace Solutions & Service Desk.

You will

• Supervise and mentor a team of Tier I & II end-user support staff and service desk agents, fostering a culture of continuous improvement.
• Conduct regular performance evaluations and provide ongoing training and professional development opportunities.
• Promote collaboration between service desk and workplace solutions teams to ensure seamless support.
• Oversee end-user support processes, ensuring timely resolution of issues related to desktops, laptops, mobile devices, and associated software.
• Manage technical escalations from Tier I service desk and ensure high levels of customer satisfaction.
• Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure team performance and service efficiency.
• Oversee the deployment, configuration, lifecycle, and maintenance of end-user computing devices and applications.
• Ensure all systems are secure, up-to-date, and aligned with organizational standards.
• Develop and enforce policies and procedures for end-user computing, including security, software licensing, and device management.
• Monitor ticket queues, ensuring all support requests are logged, prioritized, and resolved effectively.
• Manage high-priority incidents and escalations, ensuring minimal disruption to operations.
• Lead projects related to end-user computing and service desk improvements, including hardware and software rollouts, upgrades, and migrations.
• Assist in leading a team of Atlassian Administrators to foster continuous improvement across the Atlassian stack and overall ITSM processes.
• Collaborate with IT teams to ensure the successful implementation of new initiatives.
• Analyze support metrics and user feedback to identify trends and areas for improvement.
• Implement strategies to enhance user experience, reduce resolution times, and improve service efficiency.
• Work closely with other IT functions (e.g., networking, security, infrastructure) to ensure cohesive service delivery.
• Develop and maintain a knowledge base of common issues and solutions.
• Encourage documentation of solutions and knowledge sharing among team members.
  
  

You will come with

• Bachelor's Degree, in Information Technology, or a related field
• Minimum of 5-6 years’ experience in workplace solutions or service desk management, with at least 2 years in a supervisory or leadership role
• Strong knowledge of IT service management framework (e.g., ITIL) with 3 years of experience applying ITIL principles in a service desk environment
• 5-6 years of experience with workplace management software and tools (Jira, etc.,) used for tracking service desk desks
• Excellent customer service skills via phone, email, and in-person
• Ability to analyze business needs and recommend technical solutions.
• Strong analytical and problem-solving skills.
• Ability to work independently and in a team environment.
• Ability to manage high-priority incidents and meet tight deadlines.
• Excellent communication skills, including explaining technical issues to non-technical users.
• Experience in managing technical projects and business justifications for technology solutions.
• Ability to drive team communications and foster interdepartmental relationships.
• ITIL Certification, is preferred.
• Microsoft Modern Desktop Administrator Certification is preferred.
• Experience with JAMF and Mac lifecycle management is preferred.
• SCCM Imaging/Application Deployment experience, 1-2 years preferred.
• Mobile Device Management experience, including AirWatch and Intune is preferred.
• General knowledge of POS systems and Atlassian Administration experience is preferred.
• Ability to lift up to 65 pounds.
  
  

We offer

• Paid Time Off (PTO)
• Generous store discounts
• Health care plans (medical, prescription, dental, vision)
• 401(k), HSA, FSA, Pre-tax commuter benefits
• Disability & life insurance coverage
• Paid parental leave
• Pet insurance
• Critical illness and accident insurance
• Discounted home and auto insurance
• College tuition assistance
• Career development & product training
• Consumer classes
• & More!
  
  

Grow with us

Total Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at www.TotalWine.com/About-Us/Careers!

Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More. The exempt compensation range for this position is $64,300 - $141,200. Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience.

Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.