Supervisor, IT Service Center

As a family company, we serve people and communities. When you work at Meijer, you're provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family - take care of your career and your community!

Meijer Rewards

• Weekly pay

• Scheduling flexibility

• Paid parental leave

• Paid education assistance

• Team member discount

• Development programs for advancement and career growth

Please review the job profile below and apply today!

What You'll be Doing:

• Guide and inspire your team, ensuring they have clear goals, and the support needed to achieve them. Responsible for team member evaluation, career planning and development for team. Facilitates the creation of a team environment
• Regularly coach, train, and develop your team, promoting personal and professional growth while driving accountability for performance
• Monitor and assess team performance, ensuring compliance with service and communication standards. Manages a team of Service Desk Analysts, Lead Analysts and Subject Matter Experts to ensure the agreed targets are met and appropriate qualitative standards are achieved
• Handle escalated calls with care, ensuring team members resolve concerns promptly and aim for resolution at first contact. Fosters and maintains good relationships with customers to ensure integration of processes to support expected customer service levels
• Partner with the workforce team to monitor call volumes and staffing needs
• Participate in and sometimes lead department projects
• Hire and onboard new staff, while developing, assessing, engaging, and retaining existing staff
• Drive ongoing process enhancements by identifying inefficiencies and implementing best practices to improve operations.
• This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

What You Bring with You (Qualifications):

• Bachelor's or equivalent
• Prefer experience in a supervisory or leadership role
• Experience in the retail industry or in a production/service environment is preferred
• Excellent verbal and written communication skills, with an ability to express complex technical concepts in business terms
• Strong organization skills with ability to handle multiple items/issues simultaneously
• Strong teamwork and interpersonal skills. Ability to communicate and persuade at all management levels and thrive in a cross-functional environment
• Strong problem-solving and analytical skills
• Ability to work collaboratively across departments and lead teams effectively both through structured coaching and delivering by example
• Knowledge of Service Center operations to include knowledge of IT best practices, industry trends and customer service