POSITION SUMMARY:

The Supervisor, Helpdesk Services oversees help desk operations and technical support for the Philadelphia Phillies. This role leads IT service management and supports the technology operations across the club. This role is expected to be hands on with technical tasks and splitting time between team management and individual contributions.

JOB RESPONSIBILITES:

• Manage a team of helpdesk analysts supporting the technical operations for the organization. Work to ensure the successful training, development, and growth of the team.
• Own the management of the help desk queue and oversee ticket resolution in alignment with service level agreements (SLA’s). Provide reports on key performance metrics such as open issues, adherence to SLA’s, etc.
• Contribute to the resolution of help desk issues by managing a queue of tickets in a senior tech capacity. Provide guidance and mentorship for junior analysts to help them grow and develop new skills.
• Act as a point of escalation for help desk analysts and work to resolve blocked issues.
• Assist with scheduling and allocation of resources for game days, spring training, on call schedules, and project support. Participate in an on-call rotation and game day support.
• Oversee the full lifecycle management of technical assets (computers, mobile phones, peripherals) inclusive of budgeting, procurement, deployment, replacement, and decommissioning of devices.
• Champion process improvement and identify opportunities to deliver services more effectively.
• Partner with department technology teams and other business units (HR, Ballpark and Baseball Operations) to support operations and other initiatives.
• Work with Technology Services leadership to implement best practices with service management
• Support home games, events, and maintenance by working select nights/weekends as needed and participating in an after-hours on-call schedule
• This role will be asked to contribute to strategic projects in alignment with other responsibilities, e.g., capital projects, application deployments, infrastructure upgrades, special events, etc.

SKILLS AND QUALIFICATIONS:

• Bachelor’s Degree in Management Information Systems, Computer Science, or Information Technology. Relevant technology experience and/or certifications will also be considered in lieu of a degree.
• 1-3 years’ experience working in a technical support environment in a management/team lead role. Candidates should have experience managing teams and direct reports
• Demonstrated experience in learning new technologies and translating experience across comparable solutions. This role will oversee the support of multiple technologies inclusive of end user computing, software applications, basic networking, and other technologies. Candidates should demonstrate experience with some of the technologies below and/or be comfortable translating experience into learning comparable tools.
  • End User Computing, and Mobility: Windows, Mac, iOS, iPadOS, Android
  • Productivity: Office365, Google Workplace, Dropbox, Box, Slack, Zoom
• IT Service Management: Jira Service Desk, Service Now, ZenDesk
  • Device Management: Air Watch, Ivanti, Jamf, Intune
  • Identity Management: Ping ID, Okta, Active Directory, Avatier
  • Additional Technologies (Phone, Printing, etc): Mitel, Cisco, Cannon, Lexmark
• Exceptional time management skills and the ability to prioritize tasks in a quickly changing environment
• Strong communication skills with a focus on delivering excellent customer service to non-technical audiences
• An understanding of Service Management concepts and best practices. Preferred candidates will have experience with IT service management frameworks.
• Experience leading cross functional technology projects and collaborating across different business units is highly preferred
• This role will regularly sit, stand, walk, and carry equipment to locations across the ballpark. Candidates should be able to lift 30-50lbs and be comfortable with moderate physical activity.
• Candidates that are bilingual (English and Spanish) are highly preferred.

The Phillies are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.