Job Information
Flynn Restaurant Group Service Desk Supervisor in INDEPENDENCE, Ohio
Position Description
Manages a team that provides technical support for IT service deliverables. Fulfills requests, assists in incident and problem response, handles incident escalations and stays abreast of changes that may impact our environment.
Responsibilities
Oversee incident (issues impacting IT services) and problem (one or more related incidents) responses from Level 1 and Level 2 Service Desk.
Respond to incidents and problems, focusing on swift resolution and excellent customer service.
Handle incident escalation from corporate and field leadership.
Create and maintain Service Desk work schedule.
Monitor call and incident queues to ensure sufficient coverage levels.
Conduct regular 1:1 meetings with team members.
Review performance and productivity pertaining to both calls and incidents.
Set goals and measure, manage, and coach team members to achieve them.
Participate in handling of employee relations situations.
Coordinate project-related tasks and manage through to completion.
Participate in on-call rotation with other team members.
Desired Skills and Experience
Bachelor's degree is a plus, as well as 4+ years’ experience in IT or related field.
At least 2 years of Service Desk experience.
Successful completion of Flynn service desk new hire training.
ITIL foundation and/or HDI certifications a plus.
Excellent customer service, verbal and written communication skills required.
Ability to type 40 words per minute.
Ability to lift, carry, and place various equipment up to 50 pounds.
Why Work for Flynn?
Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:
Medical/Dental/Vision
Retirement and Savings Plan
Short- and Long-Term Disability
Basic Life Insurance
Voluntary Life Insurance
Tuition Reimbursement
Paid Time Off
Flexible/Hybrid Work Schedules
Company Outings
Dining Discounts
PC/Laptop Purchase Assistance
On-Site Fitness Center
On-Site Daycare
On-Site Café
FUN Work Environment!
The Flynn Group is an Equal Opportunity Employer
Flynn Restaurant Group
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