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Service Desk Supervisor
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Service Desk Supervisor
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Responsibilities
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*Consistently demonstrates and promotes excellent customer service throughout the Safeway Service Desk
*Must promote high expectations for providing customer service and sense of urgency
*Must demonstrate high levels of responsibility and accountability for teamput out
*Responsible for activities of an assigned shift, ensuring all incidents are logged, prioritized, escalated, and resolved per defined service levelst
*Direclty supervices Safeway Service Desk staff and contractor staff
*Responsible for high degree of customer satisfaction and follow up
*Actively monitor and coach Safeway Service Desk Specialists, to promote world class service throughout the Safeway Service Desk
*Participates in interviewing process and hiring recommendations to ensure appropriate staffing
*Support and provide input for process improvements within Safeway methodologies, practices and procedures
*Manages organizational change into a complex multi-location, geographically and culturally diverse environment
*Proactively identify areas of oppurtunity to reduce incidents and problems within the environment
*Performs role of incident Control Coordinator for high priority incidents |
Requirements
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*College degree in Computer Science or equivalent experience
*2+ years Service Desk or Operations Supervisory experience required with focus on team dynamics / building
*Retail experience desired: Safeway business knowledge a plus
*Must excel in high volume production environment with high costumer service expectations
*Must have a strong sense of urgency with the ability to think "out of the box" to increase efficiency and improve effectiveness in executing Desk responsibilities
*Strong leadership abilities, with a focus on team dynamics and interpersonal skills
*Ability to manage multiple priorities and crisis management situations simultaneously
*Familiarity with Service Desk tools including phone system / ACD / IVR, ticket logging technology, and problem management systems
*Excellent verbal and written communication skills
*Must have a proven track record of positive performance and reliability
*Must be adaptable and flexible to support 7/24 hour operation
*Working knowledge of ITIL concepts a plus
*Proficient on Windows 2k, Microsoft Office Suite Products among other desktop products
*Solid understanding of Service Desk Tools / Technology; Experience with Remedy, Aspect and Knova Knowledge Management a plus |
Additional Job Information
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