About The Heritage Group
The Heritage Group is a fourth-generation, family-owned business focused on construction and materials, environmental services and specialty chemicals. Over the last 90+ years, the Heritage portfolio has grown to include more than 50 companies that employ more than 6,000 people. What unites this diverse group of businesses and individuals is our commitment to create a safer, more enriching, and sustainable world by harnessing the power of family.
The IT Service Desk Specialist Team Supervisor, in our IT Shared Services (ITSS) team, provides leadership and support to the service desk specialist technicians and assists the Service Desk Manager with tracking tickets, resolving issues, reporting on metrics and the VoIP system, addressing team concerns, ensuring adequate coverage and assisting in project work as assigned. This position will ensure efficient and effective operation of the specialist service desk members and the overall ITSS Service Desk. The IT Service Desk connects end users within the businesses to IT support. As the first point of access for IT queries, this role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Support functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service oriented role and a strong focus will be placed on appropriately communicating and following-up with impacted users.
- This position is based on-site in Indianapolis, IN on a hybrid schedule. Qualified candidates must currently reside in the Indianapolis, IN area or be willing to relocate.
Essential Functions
Direct Supervisor for Service Desk Specialist team.Monitors Specialist queue to ensure tasks are completed on time.Participates in 1 : 1 meetings with Specialist staff, Analyst Supervisor and Service Desk Manager to keep all abreast of progress, issues, etc.Report on Specialist SLA Breaches and Service Desk metrics.Works with Service Desk Manager to set goals for Specialist staff.Train the staff on how to use the tools for their positions and provide on-going training on new support services.Works with Analyst Supervisor to identify staff suitable for promotion to Specialist role.Sets task functions for each tier by analyzing skillset and working with Analyst Supervisor.Identify process and document improvement opportunities for the Service Desk.Manage team members including dispatching, mentoring, and problem resolution and to make sure staffing levels meet the needs of each BU.Participates in integrations and system cutovers for newly acquired locations.Ability to provide onsite technical VIP level support.Assists with special projects and pop-up tasks.Administer the RingCentral VoIP system for the call center to make sure it is properly functioning, especially the afterhours call center.All other duties as assigned.Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company's core values, competencies, and skills.Experience Qualifications
Required 3+ years of Service Desk experienceRequired minimum of 2 years demonstrated team management and leadership skillsPreferred Previous experience with a ticketing system like ServiceNowSkills and Abilities
Ability to work in fast-paced environmentLess than 25% travel requiredSitting for extended periods of timeVisual acuityAbility to lead by example and engage a teamAbility to lift up to 25lbsAbility to multi-task and quickly respond and report on assigned tasks / issues / outages, and adapt to changes quicklyDemonstrated interpersonal skills including telephone skills, communication skills, and active listeningAble to analyze complex technical problems, determine root cause, and implement corrective actionAbility to match resources to technical issues appropriatelyAdvanced understanding of operating systems, business applications, printing systems and network systemsDemonstrated use of office and project tools (including Windows 10, Office 365, Word, Excel, PowerPoint, Project, Visio and Outlook)Licenses and Certifications
ITIL Foundation - HDI (HDI) ITIL Foundations or related certification Upon Hire RequiredAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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