MEX Supervisor, Service Desk

Here at Scotts Miracle-Gro there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered we encourage you to apply!

The role of the IT Service Desk Supervisor entails oversight and coordination of IT Service Desk agents to ensure the efficient resolution of IT issues with a focus on user experience and satisfaction. This involves providing guidance and technical expertise to support agents, while also monitoring performance and ensuring adherence to service level agreements. They are responsible for implementing process improvements and fostering a culture of continuous learning and development within the team.

Additionally, they collaborate with other IT teams to facilitate the implementation of shift-left opportunities.

• Supervise and provide leadership to the IT Service Desk agents, including training, coaching, and performance management
• Allocate resources effectively to ensure optimal coverage and response times
• Foster a positive and collaborative team culture to enhance productivity and morale

• Monitor and evaluate the quality of service desk interactions, ensuring adherence to service level agreements (SLAs) and customer satisfaction goals
• Implement quality assurance processes and provide feedback to agents for continuous improvement
• Identify trends and patterns in support issues to proactively address recurring incidents

• Oversee the resolution of incidents assigned to the service desk, including escalation and resolution processes
• Coordinate with other IT teams to facilitate the timely resolution of complex issues
• Assist agents with technical support and guidance on incidents for speed of resolution
• Oversee the timely fulfillment of agent assigned service requests and escalation to Tier 2/3 teams

• Generate and analyze performance reports to track key metrics such as ticket volume, handling times, and customer feedback
• Present performance insights to management, highlighting areas for improvement and success stories
• Use data-driven decision-making to optimize service desk operations and resource allocation

• Identify opportunities for process improvement and efficiency gains within the service desk operation
• Lead initiatives to streamline workflows, automate repetitive tasks, and enhance service delivery
• Collaborate with other IT teams to facilitate shift-left initiatives

• Excellent leadership, collaboration and problem-solving skills
• Intermediate level of understanding of ITIL best practices
• Proficiency in utilizing Service Now or similar platform
• Advanced in English for effective verbal and written communication
• Skill in monitoring KPIs and SLAs, generating meaning reports to track team performance

• Bachelor's Degree or equivalent experience in Information Technology, Computer Science, or a related field
• CompTIA A+ or greater
• CompTIA Security+ or greater
• ITIL 4 Foundations

• 4 - 7 years proven experience in IT Service Desk supervisory or related roles

Not interested in this role? Stay up to date on future opportunities by joining our Scotts Miracle-Gro and Hawthorne Gardening talent communities.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.