Is your current job a nightmare? Make it a dream job at Mattress Firm®! Join Mattress Firm – America’s most trusted authority on sleep and be part of our noble purpose to help people sleep well to live well. In addition to on-the-job training and career growth opportunities, we offer an extensive range of benefits designed to support you, your family, and your future. Job Summary: The Supervisor, Service Desk coordinates and supervises the daily, weekly, monthly activities of team members and as... more details
Is your current job a nightmare? Make it a dream job at Mattress Firm®!
Join Mattress Firm – America’s most trusted authority on sleep and be part of our noble purpose to help people sleep well to live well. In addition to on-the-job training and career growth opportunities, we offer an extensive range of benefits designed to support you, your family, and your future.
Job Summary: The Supervisor, Service Desk coordinates and supervises the daily, weekly, monthly activities of team members and assists with incident resolution. This is a hybrid position.
Essential Responsibilities
Provides excellent Customer Service.
Supervise daily operation of the Service Desk.
Manage Service Desk technicians, oversee performance reviews, and provide team mentoring.
Drive a culture of continuous improvement, accountability, and execution.
Coordinate and supervise the daily, weekly, monthly activities of team members.
Handle executive escalations to ensure resolution in a timely manner.
Recruit and develop Service Desk staff.
Oversee onboarding curriculum and process for Service Desk new hires.
Implement support processes for new technology and IT business services.
Coordinate with other ITS team leaders to review and improve IT operational processes.
Provide feedback on trends driving ITS support requests.
Handle ITS outage bridge and notification processes.
Provide reports on Service Desk activities, performance, and operational issues.
Research and implement support call reduction plans by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as emails or walk-ins).
Adjust resources as needed to ensure minimum call wait time and provide solutions to reduce recurring support requests or complaints.
Conduct one-on-one coaching sessions with service desk technicians.
Coordinate with ITS leadership on strategy of Service Desk operations.
Complete all required training modules and certifications prior to the due date.
Ensure all safety policies and procedures are followed to ensure a safe work environment for all.
Communicate professionally with all internal and external contacts.
Follow all Company policies and execute Company standards on appearance and functionality as well as appropriate brand representation.
Communicate any concerns or issues to leadership to ensure proper efficiency of department and company operations.
Execute team member performance improvement plans, progressively discipline and terminations when appropriate per Company policy.
Non-Essential Responsibilities
Provide coaching, motivation, training, and feedback to team members, including formal corrective action.
Conduct annual performance reviews for team members.
Conduct ticket and phone audits for rotating team members each period.
Assist with the execution of projects, work assignments and workloads for support personnel ensuring adherence to departmental policy and procedures.
Uphold the standard service level agreement as well as support lifecycle that governs ticket resolution, escalation, and communication processes.
Record finalized and accessible Root Cause Analysis around business impacting events.
Intercede when conflicts and differences arise among team members.
Build Service Desk schedules and audit start, stop and break times as well as call dispositions.
Provide on call support to assist Service Desk and business partners.
Assist leadership with performance reports/reviews of Service Desk.
Maintain confidentiality of sensitive information.
Execute company initiatives and other activities requested by supervisor.
Update job knowledge by participating in educational opportunities.
Contribute ideas on ways to optimize or improve the team, the department, and the Company.
Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
Education
High School diploma or equivalent preferred
Bachelor's Degree Computer Science, Business, related field, and/or equivalent experience preferred
Skills List
Capable of being open and approachable to build goodwill, positivity, and loyalty with team members
Ability to motivate and empower individuals and groups to greater participation, commitment, and high standards of performance
Implement team spirit, encourage team collaboration, identify hidden strengths of individual and team, encourage all team members to express suggestions and ideas and to find own creative solutions for upcoming problems
Ability to invent and develop original ideas and turn new and imaginative ideas into reality
Capable of identifying all aspects of a problem and understanding why a problem exists in order to develop a workable solution
Adapts to new situations, changes, and shifts strategies to meet different types of challenges
Skillful in proper use of tools, hardware, software, and equipment to insure optimal functioning
Ability to express an inner ideal into an artistic, creative, or aesthetic form.
Competencies & Knowledge
Microsoft Office Products
Remote access software
Broad knowledge of hardware and software systems
Service Desk Ticketing System
VPN
Remote Desktop
Exchange/Active Directory
Microsoft Dynamics 365
Telephony, Internet and wireless
Mobile Devices
Basic math
Clear understanding of ERP and Point of Sale as they relate to company operations.
Physical Demands & Office Environment
Sitting for up to 8+ hours
Standing occasionally
Walking occasionally
Talking frequently
Hearing Frequently
Usage of hands and fingers
Reaching with hands and arms
Pay Range:
$60,000 - $65,000
Now don’t fall asleep out there… the sooner that we receive your application, the closer you are to the career of your dreams!
DIVERSE CANDIDATES ARE ENCOURAGED TO APPLY
Mattress Firm is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any applicant or employee for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Mattress Firm is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.