Job Type
Full-time
Description
URM Stores is currently looking for an organized and enthusiastic IT Operational Support Supervisor who will lead within the IT Service Operations department, who will be responsible for the performance of the Operational Support team’s delivery of a world-class customer support experience to external and internal customers. You will oversee the day-to-day staffing and assigned tasks of the Operational Support team ensuring deliverables are received on time and in full. You will monitor Incidents, Problems, Change Requests, Service Requests, and other task-based work, providing feedback and adjusting the team’s/individual’s performance as needed.
Your Day to Day:
- Responsible for the performance of the Operational Support team, to include, but not limited to, Cost per Ticket, Mean Time to Resolve Incidents, Mean Time to Fulfill Requests, First Visit Resolution Rate, Customer Satisfaction, Technician Job Satisfaction, and Technician Utilization.
- Responsible for the hiring, coaching, mentoring, developing, retaining, on the Operational Support team.
- Responsible for setting Tier 2 strategies of the Operational Support team in support of the external and internal customers.
- Responsible for defining the week-to-week and day-to-day schedules and tactics of the Operational Support team, ensuring the Operational Support team is properly staffed, every week, during IT business hours.
- Responsible for the management of the Operational Support after-hours standby rotation, ensuring after-hours support of business and customer emergencies is covered.
- Responsible for ensuring the Operational Support team members are all adequately trained, have all the necessary tools to adequately perform their duties and responsibilities, and have all the logical access required to perform their duties and responsibilities.
- Responsible for performing routine performance reviews of the Operational Support personnel and participating in the compensation process.
- Responsible for managing the project deliverables assigned to the Operational Support team, ensuring project deliverables for the Operational Support team are received on time and in full.
- Responsible for the operational processes used by the Operational Support team. Actively works to ensure any gaps in processes (lack of single process, obsolete processes, incorrect processes) are identified and addressed.
- Responsible for monitoring Incident, Problem, Change, Request, and Task history of the Operational Support team, providing feedback and adjusting the team’s/individual’s performance as needed.
- Responsible for working with the Service Desk Manager to provide feedback on erroneous Incident escalations made by the Service Desk staff to the Operational Support team.
- Responsible for working with all other IT Leadership to identify and participate in ways to “shift left”.
- This is a 100% on-site position at our Spokane, WA office.
Required Minimum Qualifications and Skills
- Bachelor’s Degree in a computer-related field of study or three to five years related experience and/or training; or equivalent combination of education and experience.
- 2+ years’ IT Supervisory experience.
- ITIL v3 or v4 Foundations training.
- Ability to communicate exceptionally well in written and verbal formats.
- Ability to inspire and motivate others.
- Ability to manage the time and deadlines of other people exceptionally well.
- Ability to handle pressure exceptionally well, acting quickly, decisively, and effectively.
- Ability to focus on the Customer Experience.
- Ability to continually improve processes.
Preferred Qualifications and Skills
- Retail experience.
- AS-400 Experience.
- Knowledge of Payment Card Industry (PCI) standards and processes.
Why Join Our Team?
It is fun to work in a company where employees are appreciated, and people truly believe in what they are doing. For the last 102 years, URM has been committed to bringing customer focus to our Member-Owners. Employees at URM are proud to be a part of the number one food distributor in the Inland Northwest!
We work in a supportive team environment and in addition to our amazing culture, our employees enjoy many perks, and below are a few of the highlights:
- Salary starting at $28/hour.
- Medical/Dental/Vision/RX Insurance Benefits – So that our employees have more to take home from their paycheck, URM pays 100% of the insurance premium for the employee and over 93% for the employee’s dependents!
- 401k Retirement Plan with an amazing Company match, and you will be vested from the first Company contribution!
- Subsidized Life Insurance for employees and great rates for the employee’s family.
- Company paid Long-Term Disability insurance.
- Short-Term Disability and Cancer Insurance available.
- Great vacation plan!
- Six Paid Holidays and three Paid Personal Float Holidays.
- Paid Sick Days.
- A Paid Volunteer Service Day! Get paid to volunteer at your favorite local charity/non-profit!
- Fun employee events, such as March Madness Company Brackets and Holiday Breaks with great prizes!
- We also offer an Amazing Employee Discount Program at our Company-owned Grocery Stores!!!!
Our Company:
We are proud to be a part of the number one food distributor in the Inland Northwest. Since 1921 URM has been a retailer-owned business. URM’s core business is the purchasing, warehousing, and delivery of merchandise inventory to its Member-Owners. The shareholders of URM are all retail grocers who provide groceries to their local communities. URM operates on a cooperative basis, which means that all its net earnings on business done with or for its member-owners through its Patronage Departments are allocated and paid to its Member-Owners in the form of patronage dividends. Over the years, sales volume has grown to over $1 billion and employment to over 2,900 employees at URM and its subsidiaries-Rosauers Supermarkets and Peirone Produce.
URM Stores, Inc. is an equal opportunity employer and provides equal employment opportunities to all individuals regardless of Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, or any other classification protected by state or federal law. We are also committed to providing a work environment that is free of all forms of discrimination, regarding recruiting, hiring, training, promotions, compensation, and all other conditions of employment. The selected candidate must be able to successfully complete a pre-employment background check, and drug test, as URM is a drug free workplace (including marijuana).
Salary Description
Salary starting at $28/hour.