• Service Desk Supervisor

    Flynn Restaurant Group (Independence, OH)


    Position Description

    Manages a team that provides technical support for IT service deliverables. Fulfills requests, assists in incident and problem response, handles incident escalations and stays abreast of changes that may impact our environment.

    Responsibilities

    + Oversee incident (issues impacting IT services) and problem (one or more related incidents) responses from Level 1 and Level 2 Service Desk.

    + Respond to incidents and problems, focusing on swift resolution and excellent customer service.

    + Handle incident escalation from corporate and field leadership.

    + Create and maintain Service Desk work schedule.

    + Monitor call and incident queues to ensure sufficient coverage levels.

    + Conduct regular 1:1 meetings with team members.

    + Review performance and productivity pertaining to both calls and incidents.

    + Set goals and measure, manage, and coach team members to achieve them.

    + Participate in handling of employee relations situations.

    + Coordinate project-related tasks and manage through to completion.

    + Participate in on-call rotation with other team members.

    Desired Skills and Experience

    + Bachelor's degree is a plus, as well as 4+ years’ experience in IT or related field.

    + At least 2 years of Service Desk experience.

    + Successful completion of Flynn service desk new hire training.

    + ITIL foundation and/or HDI certifications a plus.

    + Excellent customer service, verbal and written communication skills required.

    + Ability to type 40 words per minute.

    + Ability to lift, carry, and place various equipment up to 50 pounds.

     

    Why Work for Flynn?

     

    Flynn Group offers a variety of benefits and perks to encourage and empower our employees. We are committed to helping each employee work and live to his or her fullest potential. We offer a variety of benefits and perks while working for us:

     

    + Medical/Dental/Vision

    + Retirement and Savings Plan

    + Short- and Long-Term Disability

    + Basic Life Insurance

    + Voluntary Life Insurance

    + Tuition Reimbursement

    + Paid Time Off

    + Flexible/Hybrid Work Schedules

    + Company Outings

    + Dining Discounts

    + PC/Laptop Purchase Assistance

    + On-Site Fitness Center

    + On-Site Daycare

    + On-Site Café

    + FUN Work Environment!

     

    The Flynn Group is an Equal Opportunity Employer