CA Supervisor, IT Service Desk
Brea , California
November 17, 2017


This supervisor role will lead our Nationwide Pet Insurance Help Desk and PC Tech team, and will be physically located in our Brea, CA office.Hiring Manager is Bill Snider, Director, Infrastructure Engineering.

Key areas of responsibility include:• Leadership responsibilities for approximately 5 associates and contractors• Provide IT Help Desk support for all NW Pet associates and contractors• Manage the deployment and support of personal computing assets for NW Pet• Manage the deployment and support of mobile technologies for NW Pet• Work closely with application team partners in support of the NW Pet business applications and goals.• Ensure the security of our infrastructure systems• Partner with the NW Pet I&O Team on project and operations activities• Identify and work with peers at the Nationwide IT Help Desk• Provide on-call support for technology incidents• Participate and respond to requests from internal and external audits• Foster an environment of continuous improvement• Focus on engagement and managing an engaging team.

Optimal candidates will have demonstrated the following:• A desire to build leadership skills and manage a diverse team of associates• A track record of providing excellent IT support• ITIL Certification• A positive attitude with a successful history of leading by example.• Strong organizational communication skills with an effective approach to communicate with peers, partners, associates and executive leadership.• A proven ability to create strong partnerships with key engineering and IT peers.

JOB SUMMARY: Responsible for leading, planning, organizing and overseeing the work of associates in the IT Service Desk operations, who ensure that end users receive the appropriate assistance. Responsible for the development and performance management of individual team members. This also includes the responsibility of ensuring the accurate execution of procedures related to the identification, prioritization, resolution, and escalation of end user help requests. The Help Desk Supervisor will also contribute to problem resolution by directly receiving and managing inbound contacts during peak periods of volume, and supporting the coordination of information during a service interruption or other critical incident.

REPORTING RELATIONSHIPS: Reports to Manager/Director. Direct reports: Typically bands C/D/E. Total number of direct reports: typically < 20.


+ Manage the processing of incoming IT Service Desk requests to ensure professional, timely, and effective resolution of end user issues.

+ Analyze performance of IT Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

+ Enforce request handling and escalation policies and procedures.

+ Track and analyze trends in IT Service Desk interactions and recommend solutions to improve the end user experience.

+ As needed, manage inbound contacts in accordance with documented IT Service Desk processes and procedures, el, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

+ Supervises, coordinates and provides leadership to unit/team associates. Ensures all highly complex processing and customer service needs are addressed and resolved in a timely manner and within standards/guidelines.

+ Coordinate staff work schedules to provide adequate support coverage, including off-hour support.

+ Assigns work, monitors, evaluates, recommends, and implements changes/improvements to existing processing procedures; establishes standards, specifications, and methods and recommends equipment usage as requested/assigned.

+ Train, coach, and mentor IT Service Desk technicians.

+ Provide yearly and mid-year performance appraisals to staff, administer disciplinary action, and recommend merit raises, bonuses, and promotions when necessary.

+ Oversees all aspects of the hiring process for new IT Service Desk Analysts.

+ Leads task or project teams as assigned. Keeps management updated regarding status as requested. Implements and monitors progress of final determination. Conducts regular follow up to track the effectiveness of the implemented changes.

+ Performs other duties as assigned.


Education: Undergraduate coursework in Computer Science, Information Sciences, or related field preferred. Technical, Helpdesk, or process improvement education and/or certifications preferred, such as A+, Network+, HDI Team Lead, HDI Manager, Six Sigma, or ITIL.

Experience: 4-6 years work experience in a Help Desk environment. Experience in a lead or supervisory position.

Knowledge: Exceptional knowledge of computer hardware, including desktops, laptops, servers, printers, and other peripherals. Knowledge of networking and application concepts. Knowledge of key Nationwide business applications, such as Policy Management, Claims Management, and Customer Information Management platforms.

Skills/Competencies: Ability to motivate and direct staff members and subordinates. Exceptional interpersonal skills with the ability to present ideas in user-friendly language to non-technical staff and end users. Ability to prioritize and execute tasks in a high-pressure environment. Ability to present ideas in user-friendly language to non-technical staff and end users. Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports and business correspondence. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exits. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: hiring manager's leader and HRBP.


Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Non-standard or extended work hours.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Job Family/Function: MIS/TOP

Job Evaluation Activity: Revised 5/2016 SNG

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