Supervisor, IT Service

Your Role

The Digital Employee Experience team ensures employees have the technology, devices, and support services needed to work efficiently and effectively. The Technology Services & Operational Endpoint Field Services Supervisor will report to the Senior Manager, Technology Services & Operational Endpoint Services. In this role you will you will drive operational excellence, promote service quality, leverage emerging technologies including AI-enabled tools, and ensure seamless service delivery that enhances productivity and end-user satisfaction.

Your Work

In this role, you will:

• Supervise a small set of IT Service Analysts at an entry level of management. Interface with technology managers, technical Leads, and all parts of the IT organization and relevant vendors to deliver services that meet the service need.

• Support operational plans regarding specific service requirements or roles, including service needs analysis, service levels, service objectives, service health, emerging service assessments and service process redesign.

• Closely monitor, report, and provide day to day keep the lights on oversight with shift based coverage.

• Focus on staff supervision with limited management authority and primarily accountable for the delivery of established service commitments. Works closely with key IT unit managers to acquire service-specific expertise.

• Operate in a consultative role with IT unit managers.

• Coordinate device refresh planning and partner with Hardware Asset Management (HAM) teams to forecast, deploy, and return leased assets.

• Oversee physical asset management activities across locations, including inventory management, hardware forecasting, procurement, and lifecycle management.

• Monitor, analyze, and report on key service delivery metrics, identifying opportunities to improve service quality, efficiency, and user satisfaction.

• Foster a culture of accountability, continuous improvement, and customer focus within the team.

• Leverage AI-powered tools and automation capabilities to improve operational efficiency, streamline support workflows, enhance knowledge management, and improve the employee support experience.

• Evaluate emerging technologies, including generative AI solutions, and identify opportunities to increase productivity, reduce manual effort, and improve service delivery outcomes.

• Conduct performance management activities, including goal setting, coaching, performance conversations, development planning, and annual reviews in accordance with company policies.

Your Knowledge and Experience

• Requires broad job knowledge of technical or operational practices within assigned discipline

• Requires at least 7 years of direct and relevant experience, including 3 years of experience operating in a lead role

• Strong leadership, team development, and workforce management skills.

• Excellent communication, collaboration, and interpersonal skills

• Experience using data, metrics, and operational insights to drive service improvements.

• Working knowledge of AI technologies, AI-assisted productivity tools, and automation capabilities, with the ability to identify and implement opportunities that improve operational effectiveness and employee experience.

• Experience leveraging AI tools to enhance service management, knowledge delivery, reporting, analytics, or support operations preferred.

• Knowledge of and experience supporting macOS devices in an enterprise environment preferred.

• Service Marketplace and ServiceNow experience preferred.

• Preferred location is El Dorado Hills, California, with an in-office requirement of at least three days per week.

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