Summary:

The IT User Support Supervisor is a member of the Global Support Team. This role will focus on Supervising the front-line day-to-day operations and retail technical support. In addition, will identify, research and resolve technical problems in low-moderate complexity.  Support Supervision includes, but is not limited to, supervising technical support staff to ensure users are receiving the highest level of customer service possible at all times. Assist with troubleshooting issues within the parameters of ITIL frameworks, ITSM processes and best practice.  This position will also ensure documentation of all relevant information in the system of record; Manage the solutions repository ensuring quality and complete solutions are available to the staff.  Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

 

Primary Job Duties:

  • Provide superior Customer Service and IT Support while supervising the day-to-day operations of the Service Desk
  • Train, coach and mentor Service Desks Analysts, including career development
  • Ensure incidents and service requests are responded to promptly, with proper troubleshooting, resolution, escalation and prioritization
  • Responsible for running incident management during a Severity 1 outage incident
  • Lead continuous improvement activities using Root Cause Process Solving techniques and collaboration with support groups and internal customers
  • Establish and implement support procedures and participate in the development of new procedures
  • Manage the procedure and solution repository to ensure top quality instructions are available to the staff
  • Work with external vendors or MSP’s to report, escalate and manage incidents when needed to deliver a consistently high level of user support
  • Perform quality check on User Account Provisioning/De-provisioning
  • Maintenance and support of retail systems in new and existing locations
  • Create and maintain knowledge articles for use by the Global Support Team and Users
  • Create, distribute and maintain administrative and system documentation, user guides
  • Provide technology training for Users

Job Requirements:

Minimum Education:

  • Bachelor’s degree in Computer Science, Mathematics, Business or equivalent work experience

Minimum Experience:

  • 3+ years of experience in managing/providing Service Desk support to a large customer base
  • 3+ years of broad Customer Service and related Technology experience in a global company (retail company a plus)
  • 3+ years of IT support and support management experience, supervising a Global Service Desk Support Model that includes corporate HQ, executives, remote offices, home users, etc.
  • 3+ years of supervisory experience (experience with managing off-shore and remote resources and functions is important)
  • Experience working with ITSM ticketing systems, Cherwell Service Management system highly desired
  • 3+ years of experience creating SOP’s and technical documentation
  • Experience with Active Directory
  • Experience with Remote Desktop Services
  • Must have proven experience supporting the following:
  • Windows 10, OS X, iOS and Android. Office 365 suite, including OneDrive, Teams Chat, Teams Phone System and VPN Solutions

Knowledge, Skills & Abilities:

  • Must be available for weekend work, early morning and late evening shifts, including holidays
  • Exceptional customer service orientation with strong problem-solving ability
  • Excellent communication, presentation and interpersonal skills
  • Ability to maintain high level of confidentiality
  • Ability to prioritize and execute multiple initiatives, as a team player, in a collaborative and fast-paced environment
  • Demonstrate strong technical abilities and decision-making skills
  • Highly motivated self-starter with a strong “Sense of Urgency”
  • ITIL v3 or v4 Certification a plus
  • Working knowledge of PC hardware, printers, software, and peripherals
  • Knowledge of Microsoft Operating Systems and Applications
  • Retail experience and POS experience a plus
  • Working knowledge of networking technologies and protocols such as TCP/IP, DNS, DHCP
  • Windows server basics (print server options / account resets)
  • Basic networking (VPN/VLAN/WIFI) knowledge
  • Working knowledge of Mobile Device Management

Crocs is an Equal Opportunity Employer committed to a diverse and inclusive work environment. 

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