What are the responsibilities and job description for the Service Desk Supervisor position at Wilbert Funeral Services, Inc.?
Wilbert Funeral Services, Inc.
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Reporting to the Director of IT Infrastructure and Operations (ITIO), the Service Desk Supervisor leads and manages the IT support services areas of The Wilbert Group IT organization, supporting a $300 million company with four industry-leading brands, 1,200 employee partners, 100 licensee partners, and 300 points of distribution. This role is a member of the Wilbert IT Infrastructure and Operations team, based at the company’s Leawood, KS office, and is tasked with meeting both external and internal customer support expectations and requirements in an efficient and effective manner.
The Service Desk Supervisor ensures the timely resolution of incident tickets and service requests while providing top-notch customer service. Key responsibilities include leading and mentoring the service desk team, maintaining and achieving support KPIs, overseeing support team training programs, assigning and supervising project tasks, and managing team schedules to meet deadlines. The supervisor coordinates team goals and task assignments with the senior ITIO team and maintains the incident ticketing system. They work with individuals at all organizational levels to resolve technical issues and troubleshoot escalated tickets from the support team as needed. The Service Desk Supervisor will also write and/or assist in the creation of support documentation, standard operating procedures, and work with the Director of ITIO to keep the organization notified of technical outages and events that may impact productivity.
Manages the activities and personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems. Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. May manage training programs designed to educate an organization’s computer users about basic computer use and specialized applications. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. May have responsibility for user support or help desk. Leads a team of direct reports.
Job Summary
Reporting to the Director of IT Infrastructure and Operations (ITIO), the Service Desk Supervisor leads and manages the IT support services areas of The Wilbert Group IT organization, supporting a $300 million company with four industry-leading brands, 1,200 employee partners, 100 licensee partners, and 300 points of distribution. This role is a member of the Wilbert IT Infrastructure and Operations team, based at the company’s Leawood, KS office, and is tasked with meeting both external and internal customer support expectations and requirements in an efficient and effective manner.
The Service Desk Supervisor ensures the timely resolution of incident tickets and service requests while providing top-notch customer service. Key responsibilities include leading and mentoring the service desk team, maintaining and achieving support KPIs, overseeing support team training programs, assigning and supervising project tasks, and managing team schedules to meet deadlines. The supervisor coordinates team goals and task assignments with the senior ITIO team and maintains the incident ticketing system. They work with individuals at all organizational levels to resolve technical issues and troubleshoot escalated tickets from the support team as needed. The Service Desk Supervisor will also write and/or assist in the creation of support documentation, standard operating procedures, and work with the Director of ITIO to keep the organization notified of technical outages and events that may impact productivity.
Knowledge, Skills, And Abilities
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Reporting to the Director of IT Infrastructure and Operations (ITIO), the Service Desk Supervisor leads and manages the IT support services areas of The Wilbert Group IT organization, supporting a $300 million company with four industry-leading brands, 1,200 employee partners, 100 licensee partners, and 300 points of distribution. This role is a member of the Wilbert IT Infrastructure and Operations team, based at the company’s Leawood, KS office, and is tasked with meeting both external and internal customer support expectations and requirements in an efficient and effective manner.
The Service Desk Supervisor ensures the timely resolution of incident tickets and service requests while providing top-notch customer service. Key responsibilities include leading and mentoring the service desk team, maintaining and achieving support KPIs, overseeing support team training programs, assigning and supervising project tasks, and managing team schedules to meet deadlines. The supervisor coordinates team goals and task assignments with the senior ITIO team and maintains the incident ticketing system. They work with individuals at all organizational levels to resolve technical issues and troubleshoot escalated tickets from the support team as needed. The Service Desk Supervisor will also write and/or assist in the creation of support documentation, standard operating procedures, and work with the Director of ITIO to keep the organization notified of technical outages and events that may impact productivity.
Manages the activities and personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems. Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. May manage training programs designed to educate an organization’s computer users about basic computer use and specialized applications. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. May have responsibility for user support or help desk. Leads a team of direct reports.
Job Summary
Reporting to the Director of IT Infrastructure and Operations (ITIO), the Service Desk Supervisor leads and manages the IT support services areas of The Wilbert Group IT organization, supporting a $300 million company with four industry-leading brands, 1,200 employee partners, 100 licensee partners, and 300 points of distribution. This role is a member of the Wilbert IT Infrastructure and Operations team, based at the company’s Leawood, KS office, and is tasked with meeting both external and internal customer support expectations and requirements in an efficient and effective manner.
The Service Desk Supervisor ensures the timely resolution of incident tickets and service requests while providing top-notch customer service. Key responsibilities include leading and mentoring the service desk team, maintaining and achieving support KPIs, overseeing support team training programs, assigning and supervising project tasks, and managing team schedules to meet deadlines. The supervisor coordinates team goals and task assignments with the senior ITIO team and maintains the incident ticketing system. They work with individuals at all organizational levels to resolve technical issues and troubleshoot escalated tickets from the support team as needed. The Service Desk Supervisor will also write and/or assist in the creation of support documentation, standard operating procedures, and work with the Director of ITIO to keep the organization notified of technical outages and events that may impact productivity.
Knowledge, Skills, And Abilities
- Comprehensive understanding and experience managing IT support and service desk operations.
- Ability to lead, mentor, and motivate the support team to foster a collaborative and productive work environment.
- Ability to develop and analyze Key Performance Indicators (KPI’s) and identify areas for improvement.
- Advanced understanding and ability to administer:
- Windows operating system
- Microsoft 365 applications, including: Office, Teams, SharePoint, and basic mail flow rules.
- End-user Onboard and Offboard processes, including administering Active Directory accounts.
- Enterprise-level incident management tools and applications.
- Strong analytical and critical thinking skills to diagnose and resolve technical issues.
- Proficiency in troubleshooting hardware, software, and network issues.
- Understanding cybersecurity principles and best practices.
- Understanding of network fundamentals and common IT Infrastructure components.
- Ability to describe complex technical issues to end-users of all technical levels.
- Ability to communicate and coordinate effectively, accurately, and professionally with suppliers, vendors, and all levels of the organization’s workforce through exceptional written and verbal skills.
- Efficient in managing multiple tasks, prioritizing work, and meeting deadlines.
- Commitment and ability to provide excellent customer service and handle complaints professionally.
- Ability to learn the business, its stakeholders, and 80/20 lean thinking process quickly.
- Manage the daily support queues and task assignments for the Service Desk and Desktop Support.
- Monitor support team performance, availability, and capacity to ensure service delivery meets business needs.
- Responsible for planning, coordinating and executing internal IT support projects, work assignments and workloads involving Service Desk personnel, ensuring adherence to established policies and procedures and completing tasks on schedule and with proper documentation.
- Supervise, direct, and mentor ITIO Support staff regarding their responsibilities and daily activities, resolving any conflicts among team members.
- Perform administrative duties for handling support team schedules, overtime, and On-Call.
- Provide technical support to end-users for complex business-related technical problems.
- Perform ongoing analysis to identify opportunities that increase efficiency and quality of service, including process automation and streamlining.
- Manage the process for communicating outage/emergency activities to the organization.
- Oversee customer follow-up to ensure that inquiries are resolved within Service Level Agreements and conduct regular satisfaction surveys to ensure end-user support requests are met.
- Interact with other IT groups to restore service and/or identify and correct core problems.
- Coordinate with external vendors and service providers as needed to resolve incident tickets and services requests while retaining full accountability for ticket resolution.
- Manage and administer the ticket tracking system while logging and tracking incidents to maintain history of records and related problem documentation.
- Develop remediation or mitigation plans for common occurrence incidents that adheres to company policy, security requirement, and industry best practices.
- Identify and monitor performance metrics and KPI’s related to improving the effectiveness of the Service Desk.
- Develop and maintain training material for new and existing support staff.
- Administer life cycle management for all end-user devices.
- Administer Infrastructure asset tracking and regular recycling of outdated equipment.
- Stay current with emerging technologies and trends, recommending innovative solutions to improve IT services.
- Complete performance reviews of direct reports.
- Complete all necessary paperwork and documentation.
- Communicate effectively via written and spoken language.
- Maintain a regular and reliable schedule as set in collaboration with supervisor.
- Bachelor of Science degree in Business, Information Systems, Computer Science, or related field and 10 years’ experience on an enterprise and/or managed services support desk in a progression of positions, including 5 years supervising or managing IT support staff.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
