Karma Automotive

  • Supervisor, Service Desk (IT Helpdesk)

    Job ID
    2018-3462
  • Overview

    Karma Automotive is passionate, responsible and uncompromising.  We promise to deliver our customers beautiful cars with high-technology and clean propulsion, and a memorable customer experience.

     

    If these commitments excite you, we would love to talk.

     

    The Supervisor, Service Desk is accountable for managing the day to day operations of the Service Desk team. Workplace IT is a central focus of any technology department and this hands-on supervisor will ensure the delivery of high quality, customer-focused End-User support services.

     

    ** This position will work out of our Irvine, CA coprorate office. **

    Responsibilities

    • Lead all activities of customer service staff to excel in department and individual objectives; provide staff with a clear sense of direction and purpose; communicate effectively and timely with staff; regularly utilize a variety of recognition tools.
    • Lead the Service Desk function and team in a hands on manner – getting involved in tickets, issues, and customer interactions.
    • Continually assess service desk individual and group productivity.
    • Lead service desk team meetings to keep staff apprised of events & procedures.
    • Maintains a high degree of customer service for all support queries and adhere to all service management principles including ITIL v3.
    • Contributes to Performance Appraisals for Support Services staff as necessary.
    • Monitors the helpdesk queue within JIRA Service Desk to ensure issues are resolved within SLAs.
    • Ensure that all work is verbosely logged and tracked through JIRA Service Desk system.
    • Leads process improvement initiatives for Desktop Services.
    • Leads innovation efforts to introduce transformational products, services and processes to the customer base.
    • Develops and implements innovative initiatives aimed at improving the customer experience.
    • Assists in setting direction in identifying and implementing process improvement opportunities.
    • Designs and implement road map needed to drive operational success within workplace IT.
    • Meets with representatives from user departments to identify needs and assist in the coordination of service desk activities.
    • Develops Project Plans and identify key deliverables, milestones and resource requirements.
    • Accountable for performing all functions related to supervising a staff including interviewing and hiring, training and coaching, evaluating performance.

    Qualifications

     
    • Degree or certification in IT field (be ready to discuss your knowledge)
    • 6 years of increasing responsibility and experience in an enterprise IT helpdesk, plus two years leadership role.
    • Fundamental understanding, hands-on experience, and ability to act as the owner for Office 365, Anti-Virus and Patch Management tools.
      • Office 365
        • Exchange online
        • Powershell scripting
        • SharePoint online
        • OneDrive
      • Apple and PC workplace support
        • Jamf
        • SCCM
      • Jira service desk
      • Sophos
    • Demonstrated knowledge of agile/scrum methodology in an enterprise service desk setting.
    • Extensive hands-on experience with JIRA CORE and JIRA Service Desk or similar agile tools.
    • Proactively design and implement runbooks for continuous improvement.
    • Demonstrated ability to lead a team with influence, and show by example - using outstanding interpersonal skills, collaboration, and negotiation skills.
    • Strong analytical and organizational skills and demonstrated ability to understand both the macro and teh micro view of a situation.
    • Ability to instill a culture of service that places our internal customers first.  Develop KPI's and metrics to meausure service levels.  Implement proactive maintenance processes for desktops, laptops, and printers.
    • Proven experience implementing service desk automation for issues tracking and self-support portals.  Build automated workflows to improve the quality and speed of common support requests.
    • Must be able to work outside core hours, as business conditions necessitate (e.g., implementation of new functionality, end-user systems roll-out, etc.)

     

    No 3rd Parties.  Principals Only, Please

     

    Come and join the great Karma Team, where you can make a career! Karma Automotive offers a complete benefits package including medical, dental, vision, life, STD, LTD; paid vacation, holidays and personal days; and a 401K with matching contributions. 

     

    Karma Automotive LLC is an equal employment opportunity employer. We do not discriminate on the basis of gender, color, race, sexual orientation, marital status, pregnancy, national origin, age, religion, veteran status, genetic information, citizenship status or any other group protected by law. Karma Automotive LLC, complies with the Americans with Disabilities Act to ensure equal access to all qualified individuals with a disability. Valid driver’s license may be required based on essential duties.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed