IT Support Supervisor

Overview

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For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

This role is responsible for supervising a team of technical support professionals, including assisting the Manager with hiring, training, development and overseeing all aspects of team performance. In addition to personnel management tasks, the IT Support Supervisor will also be responsible for balancing the workload of their team to ensure efficient and effective support delivery. This person will be responsible for the day-to-day management and quality of incidents and activities that are required to be completed.

The IT Support Supervisor will play a key role in ensuring that the organization delivers high-quality IT support and services, and continuously improves its support capabilities.

Operating within the NA Service management framework and working closely with Service Delivery to ensure services are delivered within the agreed SLA’s. Adhere to global standards including device security and access management. Must have a practical mind to solve problems on the spot to make the necessary adjustments to ensure services are delivered.

• Provide training and coaching to improve the performance of support agents, conduct weekly one-on-one meetings, identify areas for improvement, provide guidance and support, and help agents develop the skills they need to excel.

• Coordinate and/or perform testing of modifications and/or develop training and education tools and materials, as needed.

• Update knowledge base articles and other support materials to ensure the team has access to accurate and up-to-date information.

• Assist users with understanding enterprise product solutions and/or business-supporting processes. Quickly learns new areas and needs of the business to provide superior support as business needs change.

• Collect and analyze ticket management and scheduling data and use that information to identify areas for improvement and make recommendations to optimize these processes. Use data to drive decision-making to improve efficiency and effectiveness of ticket management and scheduling operations.

• Monitor quality control metrics and analyze abnormal ticket processing trends to identify areas for improvement and optimize support processes.

• Recognize arising issues quickly, identify potential solutions, and engage teams as needed.

• Ensure that Service Level Agreements (SLAs) are met and implement metrics to track and exceed SLAs.

Required Experience

• 5-8 years experience required in relevant technology functions

Required Leadership Traits and Characteristics

Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset, Ability to thrive in the face of ambiguity and challenge, Drive to do the right thing, leading with respect and humility, Servant Leader, Strong verbal and written communication skills

Formal Education, Qualifications or Training

BS/BA in Computer Science or similar technical field or equivalent experience

Why Choose Us? A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

Health and Wellness

• Full-time colleagues are eligible to begin enrollment immediately upon…