Costco
Manager - Service Desk
Costco, Issaquah, Washington, United States, 98027
As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees. Your role includes leading the specific functional responsibilities of your team, which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team's strategic vision and plan and ensuring that your team's actions align with the larger goals of the company and the IT Division.
The
Service Desk Manager
is a critical role that will drive excellence in first-level technical support while shaping the future of service delivery.Operating 24x7, 365 days a year, the IT Service Desk's mission is to provide knowledgeable, professional and responsive first-level support to Costco employees and suppliers.
In this role, the
Service Desk Manager
is a co-manager, who is responsible for leading and developing a diverse team of Supervisors, and analysts who perform Quality Monitoring, Training, Knowledge Management, and Technical Support Representatives (TSRs), while balancing day-to-day operations with strategic initiatives that push our ITSM capabilities forward.
This position will include weekend and evening coverage, as well as 24x7 on-call requirements.
As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.
Job Duties/Essential Functions
• INTEGRITY:
When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
• MEMBER SERVICE:
Provides and ensures staff provides an exceptional member experience.
• ADMINISTRATION:
Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
• MANAGING PERFORMANCE:
Coaches and mentors' employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
• COMMUNICATION:
Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
• SELF-MANAGEMENT:
Demonstrates sound judgement, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.
• INCLUSION : Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
• COMPLIANCE AND SAFETY:
Takes measures to ensure employee and member information is kept confidential and adheres to IT security policy.
•Manages daily operations of the Costco IT Service Desk.
•Manages the performance of Level 1 IT services and support and ensure customer expectations are met or exceeded.
•Responsible for ensuring the staff are meeting expectations in regards to performance, metrics, and that standards and processes are followed to provide effective customer service.
•Oversees the incident management function and processes including activities such as escalations and communication, ticket content, proper routing, first contact resolution, and timely closure.
•Oversees the quality monitoring, training, and knowledge functions of the Service Desk.
•Oversees monitoring and management of the call queue and IVR.
•Oversees workforce management scheduling and shift staffing.
•Oversees process for communicating outage/emergency activities to the organization.
•Provides data and reporting of KPIs and trends as scheduled (weekly, periodic) and on an adhoc basis.
•Develops and executes strategies for improvement.
•Oversees review of survey feedback to improve services, tools and support experience.
•Ensures all operational processes and procedures are clearly documented and maintained.
•Develops and maintains staff levels and schedules to provide adequate support coverage.
•Manages all staff related human resource functions connected with Service Desk staff, including coaching, training, Performance Expectation Plan (PEP) management, application of necessary improvement plans, hiring, and staff terminations.
•Encourages and models a culture of continual learning and professional development by leveraging Service Desk best practices and process frameworks, such as ITIL foundations.
•Manage vendor relationships
•Contributes to new IT projects and continuous improvement initiatives.
•This is a full-time management/leadership position (45hours per week)
•Regular and reliable workplace attendance at your assigned location
Ability to operate vehicles, equipment or machinery
•Computer, phone, printer, copier, fax
Non-Essential Functions
•Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery
•Same as Essential Functions
Experience, Skills, Education & Licenses/CertificationsRequired:
•Proven track record of high-level work quality, staff management and leadership skills
•Demonstrated experience of establishing measurable individual and team objectives that are aligned with business and organizational goals
•Extremely responsive with a strong sense of urgency and excellent customer service skills
•Must have strong interpersonal skills, able to work with people at all management levels
•Dependable, self-motivated individual with a strong sense of ownership and accountability and proven history of seeing projects through to completion, consistently making deadlines
•Excellent information-collection, evaluation, organizational, analytical and problem-solving skills with exceptional attention to detail
•Proven history of effective written and oral communication, especially with an operations focus
•Strong delegation, time management, and follow-up skills
•Reliable and conscientious with proven history of appropriately handling confidential information
•History of flexibly adjusting to rapidly changing direction or priorities while still effectively prioritizing
•Intellectually inquisitive nature with the ability to be open minded to varying opinions
•Ability to lead a team under pressure
•Skillset, mindset and experience to manage multiple conflicting priorities in a high-stress environment
•Innovative, creative, and able to create long term strategies with a "big picture" mindset
•Must be able to be reached via phone, text, or email 24x7x365, as needed
•Willing to travel, work evenings, weekends, and holidays, as needed
•HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).Recommended:
•Previous experience with ITIL/ITSM processes, specifically Incident Management
•Previous experience managing a Service Desk
•Knowledge of Service Desk, Help Desk, or Call Center business processes
•Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
•Successful internal candidates will have spent one year or more on their current team
Other Conditions
•Management will review the Job Analysis for this position prior to a job offer.
Required Documents
•Cover Letter
•Resume
•Last two performance reviews
•Attendance records for current year (Do not include absences covered by paid sick/personal time, FMLA or other protected absences.)
California applicants, please click here to review the Costco Applicant Privacy Notice.
The
Service Desk Manager
is a critical role that will drive excellence in first-level technical support while shaping the future of service delivery.Operating 24x7, 365 days a year, the IT Service Desk's mission is to provide knowledgeable, professional and responsive first-level support to Costco employees and suppliers.
In this role, the
Service Desk Manager
is a co-manager, who is responsible for leading and developing a diverse team of Supervisors, and analysts who perform Quality Monitoring, Training, Knowledge Management, and Technical Support Representatives (TSRs), while balancing day-to-day operations with strategic initiatives that push our ITSM capabilities forward.
This position will include weekend and evening coverage, as well as 24x7 on-call requirements.
As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and "open door" communication.
Job Duties/Essential Functions
• INTEGRITY:
When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
• MEMBER SERVICE:
Provides and ensures staff provides an exceptional member experience.
• ADMINISTRATION:
Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
• MANAGING PERFORMANCE:
Coaches and mentors' employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
• COMMUNICATION:
Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
• SELF-MANAGEMENT:
Demonstrates sound judgement, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.
• INCLUSION : Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
• COMPLIANCE AND SAFETY:
Takes measures to ensure employee and member information is kept confidential and adheres to IT security policy.
•Manages daily operations of the Costco IT Service Desk.
•Manages the performance of Level 1 IT services and support and ensure customer expectations are met or exceeded.
•Responsible for ensuring the staff are meeting expectations in regards to performance, metrics, and that standards and processes are followed to provide effective customer service.
•Oversees the incident management function and processes including activities such as escalations and communication, ticket content, proper routing, first contact resolution, and timely closure.
•Oversees the quality monitoring, training, and knowledge functions of the Service Desk.
•Oversees monitoring and management of the call queue and IVR.
•Oversees workforce management scheduling and shift staffing.
•Oversees process for communicating outage/emergency activities to the organization.
•Provides data and reporting of KPIs and trends as scheduled (weekly, periodic) and on an adhoc basis.
•Develops and executes strategies for improvement.
•Oversees review of survey feedback to improve services, tools and support experience.
•Ensures all operational processes and procedures are clearly documented and maintained.
•Develops and maintains staff levels and schedules to provide adequate support coverage.
•Manages all staff related human resource functions connected with Service Desk staff, including coaching, training, Performance Expectation Plan (PEP) management, application of necessary improvement plans, hiring, and staff terminations.
•Encourages and models a culture of continual learning and professional development by leveraging Service Desk best practices and process frameworks, such as ITIL foundations.
•Manage vendor relationships
•Contributes to new IT projects and continuous improvement initiatives.
•This is a full-time management/leadership position (45hours per week)
•Regular and reliable workplace attendance at your assigned location
Ability to operate vehicles, equipment or machinery
•Computer, phone, printer, copier, fax
Non-Essential Functions
•Assists in other areas of the company as necessary.
Ability to operate vehicles, equipment or machinery
•Same as Essential Functions
Experience, Skills, Education & Licenses/CertificationsRequired:
•Proven track record of high-level work quality, staff management and leadership skills
•Demonstrated experience of establishing measurable individual and team objectives that are aligned with business and organizational goals
•Extremely responsive with a strong sense of urgency and excellent customer service skills
•Must have strong interpersonal skills, able to work with people at all management levels
•Dependable, self-motivated individual with a strong sense of ownership and accountability and proven history of seeing projects through to completion, consistently making deadlines
•Excellent information-collection, evaluation, organizational, analytical and problem-solving skills with exceptional attention to detail
•Proven history of effective written and oral communication, especially with an operations focus
•Strong delegation, time management, and follow-up skills
•Reliable and conscientious with proven history of appropriately handling confidential information
•History of flexibly adjusting to rapidly changing direction or priorities while still effectively prioritizing
•Intellectually inquisitive nature with the ability to be open minded to varying opinions
•Ability to lead a team under pressure
•Skillset, mindset and experience to manage multiple conflicting priorities in a high-stress environment
•Innovative, creative, and able to create long term strategies with a "big picture" mindset
•Must be able to be reached via phone, text, or email 24x7x365, as needed
•Willing to travel, work evenings, weekends, and holidays, as needed
•HIPAA Training and Supervisors Orientation (within 30 days of hire); Leadership Development 101 (within one year); Costco Pay Policies (within 90 days of promotion).Recommended:
•Previous experience with ITIL/ITSM processes, specifically Incident Management
•Previous experience managing a Service Desk
•Knowledge of Service Desk, Help Desk, or Call Center business processes
•Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.
•Successful internal candidates will have spent one year or more on their current team
Other Conditions
•Management will review the Job Analysis for this position prior to a job offer.
Required Documents
•Cover Letter
•Resume
•Last two performance reviews
•Attendance records for current year (Do not include absences covered by paid sick/personal time, FMLA or other protected absences.)
California applicants, please click here to review the Costco Applicant Privacy Notice.