Why Wellnext LLC The Wellnext family of brands includes nutritional supplement industry leaders Rainbow Light, Natural Vitality, Stop Aging Now, Champion Performance, Nutri-Health, True Health, Vitamin Resource Products, Health Resources, Blessed Herbs and Sedona Labs. With our headquarters in Sunrise, Florida, our Global Innovation Center in Santa Cruz, California, and locations in Arizona, Maryland, and Texas, Wellnext provides opportunities for career growth and personal development. At Wellnext, we are committed to investing in our employees' physical, emotional, mental and spiritual wellbeing. The symbolism is in our name and products. We provide opportunities and incentives to encourage learning; we create high quality products to enhance and promote a healthy life style and ongoing wellness; we offer excellent employee benefits to ensure that our employees take pride in where they work; we offer a well-equipped gym and other facilities that encourage employees to move physically and stay fit; we design working environments that are safe, comfortable, and appealing to work in; and lastly, we are built on a culture that encourages healthy communities, sustainability and environmental longevity. Come join our brands and grow with us! Our Team: As the Supervisor/Manager, ITSS Service Desk you will be responsible for providing support and management to the Service Desk Team in our pursuit of operational excellence. You will be instrumental in the motivation and growth of the Service Desk’s capabilities while cultivating the resources needed to pursue new value opportunities for Wellnext. Candidate will have overall responsibility and accountability for Service Desk operations and the delivery of services following ITIL ITSM methodology. With proper identification, prioritization and resolution of reported ITSS Incidents, the candidate will ensures that all phases of Service Desk work are properly coordinated, monitored, logged, tracked and resolved appropriately. May maintain some responsibility for development, maintenance, and integrity of Service Desk ticketing software. The position understands and applies the knowledge of a customer service focused Service Desk following ITIL methodology. What you will be doing: • Responsible for supervising/managing three Service Desk Specialists and three IT Service providers. • Manage prioritization and resolution of issues. • Maintain integrity in the Service Desk tracking software. • Coordinate department process improvement efforts. • Monitor and report compliance with established SLAs. • Develop and maintain ITSS Service KPI within our Service Desk software. • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. • Create and maintain quality indicators of department's services for problem and change activities. • Establish and maintain a service oriented Service Desk culture. • Participate in the On-Call Incident Management rotation. • Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimum disruption to expected service levels. • Effective management of service calls, problem reporting, problem research, problem diagnosis, and problem resolution to include updating the service log. • Leads all strategic and day to day supervision of the ITSS Service Desk program. • Establishes and maintains escalation procedures to ensure no time is lost bringing tickets to resolution. • Communicates with the business when issues are escalated and impacting multiple users / processes. • Manages external ITSS Service Desk vendor and contractors to resolve escalated issues. • Improve usage of Service Desk resources and increase productivity of the team. • Perform periodic client follow-ups to verify final resolution and determine satisfaction level. • Provide leadership, supervision, and daily guidance to Support Desk staff. • ITSS asset inventory management. What you bring to the team: Required Education and Experience: • A minimum of an Associate’s Degree in an applied technology area such as Information Systems or Computer Science. • A minimum of 5 years’ experience in a Service Desk/Support Desk, or other IT Services role with supervisory experience. • Experience in leading a hands-on team and working in a team-oriented, collaborative environment. • Familiar with a variety of the field's concepts, practices, and procedures including ITIL methodologies. • Proven experience in implementing and supporting Service Desk tools. • Flexible and adaptable in regards to learning and understanding new technologies. • Excellent written and oral communication skills. • Highly self-motivated and directed. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Knowledge of MS Office/Outlook, Windows, IE, Active Directory, network connectivity, printer and drive mapping. • Experience with server and or desktop virtualization. • Experience with networked storage. • Knowledge of networking fundamentals. • Good phone etiquette, communication and customer service skills. • Must be able to simultaneously work on multiple Service Desk tickets in a successful fashion. • Proven ability to function with minimal direction in completing the responsibilities of the position. • Experience developing, documenting, and training others on technical work instructions. • Excellent organizational, time management and follow through skills are a must. Preferred Education and Experience: • MCSE, MCP, Apple ACSP, CompTIA A+ or ITIL Certification is a plus • Knowledge of Kaseya or ServiceNOW platforms is a plus • Experience with Mac computers a plus Apply to Join the Wellnext Team! Awards -Top 100 Healthiest Employers in America -Healthiest Employer of South Florida Nominee 2014 (Med Company) -Healthiest Employer of South Florida Winner 2015 (Med Company) -Healthiest Employer of South Florida Winner 2016 (Med Company) -Healthiest Employer of Bay Area Winner 2016 (Small Company) -Healthiest Employer of The Valley in Arizona (Small Company) -American Heart Association Gold Fit Friendly Award 2015 -American Heart Association Platinum Fit Friendly 2016 -American Heart Association Innovative Work Place 2016 -Worksite Wellness Award 2015 for Miami Dade Consortium (Med Company) -Worksite Wellness Award 2017 for Miami Dade Consortium (Med Company) -Best Health & Wellness Program 2017 - Excellence in HR Awards (Miami Chamber of Commerce) |
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