Supervisor IT Service Desk

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

This role will be responsible for Global IT Service Desk Delivery Operations and ensure that end users are receiving the appropriate assistance. This includes assisting with managing procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of the Global IT Service Desk. This role will be the main escalation point of contact and provide complex or advanced technical support of desktop computers, laptops, telephones, peripherals, applications, and related technology as needed.

**This role is onsite at our headquarters in Waukesha, Wisconsin

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Computer Science, Business or related field OR equivalent experience
• 5 years of experience troubleshooting PC’s, printers, phone and network issues
• 2 years of experience leading teams, developing people or organizing tasks

PREFERRED QUALIFICATIONS:

• Previous experience as a lead/supervisor in an IT Service Desk role

ESSENTIAL DUTIES:

Day to Day Service Desk Operations

• Oversee ongoing delivery of the Global IT Service Desk support services enterprise wide, to include escalation within and outside IT when warranted.
• Manage the processing of incoming incidents to the Service Desk via service management system, telephone, and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Assist in prioritization and address conflicting priorities.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service to prevent future problems and generate statistical reports.
• Measure customer feedback regularly from those receiving IT services. Present findings to management with continuous improvement recommendations.
• Monitor and maintain end user equipment inventory at all sites
• Work with vendors to obtain equipment quotes and execute orders

Management

• Selects, coaches and develop Tier II staff. Sets clear expectations to inspire and motivate the team.
• Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.

Procedures and Policies

• Oversee the development, implementation and administration of service desk training procedures and policies in addition to the development of help sheets, usage guides and FAQs for end users.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong process and process improvement orientation
• Ability to drive Vendor/Third Party Sourcing and Management completion of work
• Microsoft SCCM, O365, Microsoft Active Directory and Service Desk Manager knowledge

*To be considered an official applicant, please apply directly on our careers website:

https://generac.wd5.myworkdayjobs.com/External/job/Waukesha-WI---USA/Supervisor-IT-Service-Desk_JR3302

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”