The IT Helpdesk Supervisor's role is to ensure the streamlined operation of the service desk in alignment with the business objectives of the organization. The IT Helpdesk Supervisor will plan, coordinate, direct and design efforts around the service desk of the organization, as well as provide administrative direction and support for daily operational activities of the systems and desktop teams. The IT Service Supervisor will work closely with influencers and decision-makers of all sites to identify, recommend, develop, implement and support site solutions.
This position will be more of a global position to look after the entire organization
Managing and supporting all teams supporting the Service Desk
Mentoring site managers and team members, providing training and conducting performance reviews, and metric-based evaluations
Benchmark, analyze ticket counts, report on SLA’s, and make recommendations for locational-based improvements and growth for the IT Service Desk, and developing feedback reports for managers and senior management
Communicating with clients and providing in-person support, working with stakeholders to define business and systems requirements for new technology implementations
Troubleshooting and resolving technical issues, managing escalations, and ensuring any issues are resolved in a timely manner
Making recommendations to improve operational efficiency
Work closely with the rest of the IT Operation teams (Fulfilment Centers, Application support, NOC, Training, and Security) to ensure smooth operation of the day-to-day operations
Work closely with all lines of business, and all teams to ensure support is managed,
Manage IT systems and Desktop teams among multiple iHerb campuses
Keep current with the latest technologies
Knowledge, Skills, and Abilities:
Strong technical knowledge and background in IT, and service desk operations
Excellent analytical and troubleshooting skills, ability to work under pressure
Excellent Leadership and people management skills. Strong customer service skills
Customer-Service oriented with a problem-solving attitude
Excellent written and verbal communication skills
Highly computer literate, with proficiencies in all site applications, hardware, and software
Fast Learner, critical thinker with innovative problem-solving skills
Ability to conduct and direct research into IT issues and site-specific solutions as required
High level of self-motivation, Keen attention to detail, proven analytical, evaluative, and problem-solving abilities. Organizational and time management skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Extensive experience working in a team-oriented, collaborative environment
Generally requires a minimum of six (6) years of experience managing an IT department.
Bachelor’s Degree in Information Technology or equivalent work experience in a related field required.
iHerb is a leading global e-commerce retailer with an emphasis on providing an exceptional selection of nutritional and wellness products for the past 25 years. With over 30,000 products shipped to over 180 countries, we provide the best overall value for natural products through an innovative and efficient supply chain process.
Our teams have a strong sense of commitment and pride in their work, which has allowed us to grow, even during the recent pandemic. At iHerb, our purpose is to empower people to enhance their health, happiness, and well-being — that starts with valuing our team members by providing a positive work environment with competitive benefits. Our five shared values unite our team members across the globe and provide a stable foundation. These values speak to who we are, the culture we’re building, and how every single team member contributes to our larger company vision.
iHerb's Shared Values
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly · Embrace Diversity & Inclusion · Strive for Simplicity
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well and plan for the financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. Below is a snapshot of the benefits we offer our team members. For a more comprehensive listing, visit www.iHerbBenefits.com.
- Medical Care: Starting in 2021, iHerb covers 100% of the associated cost for medical benefits
- Dental and Vision benefits
- Safe Harbor 401(k) + company match (100% of the first 6% of the employee’s contribution)
- Company-paid Term Life Insurance
- Short and Long Term Disability
- Flexible Spending Account (for qualifying expenses)
- Pet Insurance
- Voluntary Supplemental Benefits
- Education Reimbursement Programs
- Professional Development and Job Training
- Wellness Programs with opportunity to earn up to $300 per year
We strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.