IT Supervisor (Service Desk)

Company: Sedgwick Claims Management Services, Inc.
Location: Memphis
Posted on: June 12, 2021

Job Description:

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IT Supervisor (Service Desk)

IF YOU CARE, THERE'S A PLACE FOR YOU HERE

For a career path that is both challenging and rewarding, join Sedgwick's talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets-their employees, their customers and their property. At Sedgwick, caring counts. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.

PRIMARY PURPOSE: To oversee the day-to-day activities of support teams; to oversee quality assurance reviews; to ensure project completion and user satisfaction; and to provide guidance and training to assigned team.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Oversees development or support of system specifications through interaction with business users, IT project managers, program managers and IT programming staff.
• Coaches and develops colleagues by communicating performance expectations, providing ongoing feedback, and ensures training resources and plans are in place to address individual and department needs.
• Prepares status reports to department manager.
• Ensures successful completion of projects in conformance to project goals and requirements; ensures projects are in conformance with company policies and procedures.
• Ensures proactive and cooperative relationships exist within teams; remains accessible to team members.
• Advises and collaborates with the ServiceDesk colleagues on current issues and works toward the resolution of tickets. Provides an escalation path for the team.
• Manages and coordinates escalated tickets from the ServiceDesk colleagues that requires additional troubleshooting and follow-up. Escalates tickets to other IT teams as appropriate.
• Prioritizes support requests using enterprise ticketing system (ServiceNow) and manages/resolves tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Keeps up-to-date with technology changes and direction.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

Bachelor's degree preferred. Information Systems or Computer Science major preferred.

Experience

Eight (8) years of related experience or equivalent combination of education and experience required to include five (5) years of supervisory role leading an IT ServiceDesk.

Skills & Knowledge

• Comprehensive or advanced knowledge of Problem management process
• Specific knowledge for IT project management
• Ability to lead, direct, coach, and supervise the work of others.
• High level of self-motivation
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

Keywords: Sedgwick Claims Management Services, Inc., Memphis , IT Supervisor (Service Desk), Other , Memphis, Tennessee