IT Support Supervisor

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

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."

Job Summary

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.

Key Performance Indicators

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.

Principal Duties and Responsibilities

• Responsible for providing training and coaching to improve the performance of support agents, as well as conducting weekly one-on-one meetings with them. The individual in this role will work closely with agents to identify areas for improvement, provide guidance and support, and help them develop the skills they need to excel in their roles.
• Coordinates and/or performs testing of modifications and/or develops training & education tools and materials, as needed.
• The successful candidate will also be responsible for updating knowledge base articles and other support materials to ensure that the team has access to accurate and up-to-date information.
• Assists users with understanding enterprise product solutions and/or business-supporting processes. Quickly learns new areas and/or needs of the business to provide superior support as business needs change.
• Responsible for collecting and analyzing ticket management and scheduling data and will use that information to identify areas for improvement and make recommendations to optimize these processes. By utilizing data to drive decision-making, this role will play a critical role in improving the efficiency and effectiveness of ticket management and scheduling operations.
• Includes monitoring quality control metrics and analyzing abnormal ticket processing trends to identify areas for improvement and optimize support processes.
• Quickly recognize arising issues and identify potential solutions and engage teams as needed
• Ensure that Service Level Agreements (SLAs) are met and implement metrics to track and exceed SLAs.

• 5-8 years experience required in relevant technology functions

• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)

• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more

• 401(k) retirement plan with company-matching contributions

• Vacation days & sick days
• Company-paid holidays & floating holidays
• A company mindset that prioritizes health, safety, and flexibility