IT Support Supervisor - Service One

at  Perdue Farms

Perdue Farms is a family-owned food and agriculture company now in its second century of growth and innovation. We were founded on trust—a value that carries through everything we do. Perdue Foods is a leader in Premium Proteins and Perdue AgriBusiness ranks among the top US grain companies.

SUMMARY

We are recruiting for an IT Support Supervisor. The Service One Service Desk is the first point of contact for all users of IT services. The system used by Service One for reporting/tracking all issues enterprise-wide, for Perdue, is Cherwell.
This position will be responsible for defining, measuring and training Service One on all metrics to ensure efficiencies of Service One-including, but not limited to, associate metric reviews and new system acceptance. They will be responsible for the scheduling of associates to ensure we have appropriate coverage to support the business.
Purpose: This is a hands-on role that is responsible for supervising the Service Desk team and performing Team Leadership duties focused on developing team members, managing day to day support tasks, ticket escalations, ensuring projects are turned over properly before going into production and scheduling associates to ensure we have the appropriate coverage needed to support the business M-F 6am – 10pm.
The qualified person will serve as an escalation point person for issues that arise and track to resolution through the Problem Management process.
They will be responsible for the Problem Management and Change Management processes. They will also help to support & administer the ITSM system

EDUCATION

Two-year college degree, with studies in Information Systems or Computer Science, or 4-5 years of relevant experience.

EXPERIENCE AND EDUCATION REQUIREMENTS

3 – 5 years of IT experience in similar or larger organization with the following skills/experience

• Minimum 3 years’ experience working as an information technology professional.
• Knowledge of customer service practices, support methodologies and best practices.
• Excellent organizational skills with the proven ability to independently prioritize multiple problems/initiatives of high complexity.
• Exceptional customer interaction and people management ability.
• Experience with Change Management and Problem Management.
• Flexibility to work outside of a comfort zone and continuously learn/support new technologies and processes.
• Strong communication, knowledge transfer, team orientation, and documentation skills.
• Effective and accurate written and oral communication skills to communicate problems to users, peers, management, customers, and external vendors
• Flexibility to work different schedules if needed for coverage to support the 6a – 10p Service Desk hours. Ability to be on-call and handle escalation processes.

EXPERIENCE PREFERRED

• Ability to analyze ticket data to identify trends, ability to graph results and make planned courses of action for improvement.
• Office 365 proficiency.
• Knowledge to build effective Power BI dashboards.

THE FOLLOWING CERTIFICATIONS AND/OR RELATED EXPERIENCES ARE A PLUS:

• 3+ years of Service Desk support.
• HDI Support Center Manager Certification
• HDI Knowledge Management foundations
• ITIL Foundations Certification

ENVIRONMENTAL FACTORS AND PHYSICAL REQUIREMENTS

• Ability to travel, possibly overnight, to any customer area, which could be any Perdue facility or to a remote site for disaster recovery, industry conferences, or training.
• Ability to work in a climate-controlled office environment.
• Ability to work in an open-partitioned cubicle environment or a poultry processing facility.
• Ability to communicate via telephone.
• Ability to come to the Main Office if off-hour support cannot be resolved over the telephone.
• Ability to operate a computer terminal and a workstation, using a keyboard, mouse and reading a monitor.
• Able to remain stationary up to 8 hours per day.
• Ability to report on-site for 5 days a week for at least 8 hours per day, with additional hours as required.
  Perdue Farms, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status

• Provide day-to-day Cherwell maintenance and administration. Create new users, scripts and custom reports as requested and agreed upon by the Service One Management team. Make recommendations to management as necessary.
• Accurately report on daily, monthly and annual metrics.
• Monitor effectiveness of Service One (Service Desk) via scorecard and metric evaluation. Make recommendations to develop process and procedures for an effective and efficient Service One operation.
• Provide group and one-on-one training as required. Create, document, and train new users on ‘continually improved’ SOP’s, soft skill needs and any other training that focuses on our customers. Create training content with standard tools. Provide metrics on training to Manager.
• Perform IT Customer Support duties as required and provide backup to all positions as needed (Service One customer support techs and IT Support Manager).
• Audit IT Support associates to ensure they adhere to service standards in resolving problems, tracking calls, documenting, and entering solution into the tracking system.
• Assist with effective Escalation coordination, working with the IT Support Manger and other IT managers, where appropriate.
• Ensure continued professional development for self and team members. Provides continuous feedback and delivers formal evaluations on time. Encourages community service and ARG involvement.
• Lead the Change Management process and weekly Change meeting
• Lead the Problem Management process and bi-weekly Problem meeting.
• Recruit, hire, and develop qualified staff to achieve the department’s objectives, and develop a qualified backup and successor.
• Function as part of a team of consisting of IT personnel, user department personnel, selected outside vendors, and customers.
• Create or maintain accurate documentation for all systems and projects supported by the Service Desk.
• Comply with all departmental policies and procedures, including Software Asset Management.
• Represent the Service One team at departmental and/or business meetings.
• Build relationship with vendors and assist with off-hour support. This includes providing feedback to the off-hour support vendor, attending meetings with them and being an on-call contact for escalations.