Breckenridge Grand Vacations
  • Information Technology
  • Breckenridge, CO, USA
  • DOE
  • Salary
  • Full Time

Full Time Benefits Package

Job Title:                       IT Service Desk Supervisor
Division/Dept:              Technology / Operations
Reports To:                   IT Operations Manager
FLSA Status:                 Exempt
WC Code:                      9012
EEO Code:                    Administrative Support

SUMMARY:  The Service Desk Supervisor's primary role under the direction of the IT Operations Manager is to oversee the daily operational workflow, to include the communication with end user and our owners and guests, resolution of end user/customer issues, and identify workflow inefficiencies within the IT Service Desk Support Team.  The position trains, educates, and mentors Service Desk staff to maintain proficiency on current and future supported technologies within BGV. Additionally, this position creates and maintains the documentation repository, including user guides, training materials, and knowledge base articles.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Including but not limited to: 

  • Ensure day-to-day Service Desk Team operations are performed according to standard operating procedures (SOPs) and in conformance with established company service level agreements (SLAs)
  • Oversee ticket assignment
  • Monitors, coaches and supports incentive programs to motivate staff towards achieving results; support staff development of call handling skills
  • Provides leadership and direction while maintaining team morale
  • Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate
  • Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process
  • Collaborate with users to ensure business requirements are adequately met and that applications and systems are properly supported
  • Serve as project lead for IT Service Desk related projects, new system/technology implementations and other projects as designated for the Service Desk Team
  • Serve as technical lead for the IT Service Desk Team and advise on process/technology recommendations
  • Serve as an escalation point of contact for Service Desk Team support issues, communications, and follow-up requests.
  • Train, educate and mentor staff to maintain proficiency on current/future supported technologies within the organization
  • Create and maintain information repository including user guides, FAQ's, training materials and knowledge base articles
  • Serve as escalation point-of-contact for support issues, communications and follow-up requests Perform other duties and responsibilities as assigned
  • Supports department projects as needed including any special assignments/working hours
  • Schedule and coordinate on-call schedule
  • Perform on-call duties per on-call rotation
  • Work closely with department managers and executive/vice president team, fostering open communications and collaboration.
  • Foster strong cross department communication and synergy.
  • Uphold and ensure all staff upholds the Hospitality Standards, Company Culture, Department Core Standards and observe Company policies and procedures.
  • Be the "End of the Line" and resolve every situation inherited, not passing it along, whenever possible.
  • Follow up on any situation that is not fully resolved at the time of the initial request.
  • Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.
  • Respond promptly to all email and voicemail correspondence.
  • Maintain a positive working relationship with all contacts, always being helpful and courteous.
  • Attend, support, develop and/or conduct company training sessions and department meetings. Attend outside training sessions as needed.  Assist with the organization of staff "SPIF's" and one "Listening Session" each year with the entire staff.

MARGINAL DUTIES:  Functions that are not considered essential to the job: 

  • Perform other duties as assigned.
  • Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participate in the Company's sustainability initiatives.

QUALIFICATIONS:  To perform this job successfully this position must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

COMPETANCY/SKILLS:  To perform the job successfully an individual should demonstrate the following competencies and skills. * Demonstrate attention to detail, generate creative solutions and apply design principles * Work well in group problem solving situations * Identify and resolve problems, gather and analyze information skillfully and develop alternative solutions * Coordinate projects and communicate changes and progress * Share expertise with others and utilize training and development opportunities * Keep emotions under control when managing difficult or emotional situations * Solicit feedback to improve performance, respond promptly to requests and meet commitments * Listen to others without interrupting *Ask for clarification, respond well to questions * Contribute to building a positive team spirit and support everyone's efforts to succeed * Understand business implications of decisions *Follow policies and procedures and support BGV's goals and values * Manage competing demands, change approach or method to best fit the situation and be able to deal with frequent change, delays or unexpected events *Take responsibility for own actions and commit to long hours of work when necessary * Meet challenges with resourcefulness, demonstrate persistence, overcome obstacles and use time efficiently * Observe safety and security procedures, report potentially unsafe conditions and always use equipment and materials properly.

EDUCATION / EXPERIENCE:  Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training, or equivalent combination of education and experience.

COMPUTER EXPERIENCE:  Ability to type quickly by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.  Can operate and make minor repairs to office equipment (copier, fax, scanner, phone, and calculator) and has strong abilities using Microsoft Office programs (Outlook, Word, Excel, PowerPoint) with minimum two year use of these program and ability to do mail merges, develop spreadsheets and write formulas.  Must be comfortable with search engines and performing research on the internet. 

CERTIFICATIONS and/or LICENSES:  (i.e. driver license if position requires driving):Must possess a valid US driver license and an acceptable driving record. 

REQUIREMENTS:  Reliable mode of transportation to travel between company properties and support locations. 

LANGUAGE ABILITY:  Ability to read, analyze, and interpret in English; general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  Ability to write clearly and informatively as well as editing skills in regards to grammar and spelling.

MATHEMATICAL SKILLS:  Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:  Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

  • Sit; use arms, hands and fingers to handle, reach, feel, grasp or use a computer keyboard; talk or hear on the telephone; and use repetitive motion of the arms, wrists, hands and fingers for over 2/3 of the time.
  • Stoop, kneel, crouch, or crawl for between 1/3 and 2/3 of the time.
  • Stand for long periods of time or walk for under 1/3 of the time.
  • Exert force on or lift between 25 to 50 pounds for between 1/3 and 2/3 of the time.
  • Requires close, distance, color and peripheral vision, close visual acuity, and depth perception.

WORK ENVIRONMENT:  The environmental conditions the employee will have exposure to:

  • Risk of electrical shock and proximity to electrical current for over 2/3 of the time.
  • Office or administrative environment, not substantially exposed to adverse environmental conditions.
  • Function in close quarters, narrow aisles or passageways crawl spaces, shafts, man holes, small enclosed rooms, and other areas that could cause claustrophobia for under 1/3 of the time.
  • Moderate noise. Pets and pet dander in and around the pet friendly resort.
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