About GLS:

GLS is an established provider of time-critical package and freight shipping solutions that has been operating in more than 40 countries across Europe for over 30 years, generating annual revenue totaling well above $4 billion.

We have taken our unique but proven business model stateside, where we intend to shake up the market with a truly combined express parcel, premier less-than-truckload (LTL), dedicated, and freight brokerage offering that's faster and more flexible than our competitors'.

We passionately believe that our success depends on our customers' success, which informs the 'why' and 'how' of everything we do. At this pivotal stage in our growth journey, we are looking for like-minded individuals to help us build a new kind of logistics company...one that makes customers' lives easier and plays an active role in their achievements.

Does this sound like you? If so, please apply to join GLS and keep an eye out for future openings as we expand!

Position Summary:

The primary function of the IT Support Supervisor position is to oversee and develop the entire Service Desk staff and ensure that end users and customers are receiving the appropriate assistance. Previous experience with leading and supervising technical teams is a core requirement when considering applicants for this role. The IT Support Supervisor also assumes responsibility for managing all procedures related to the identification, prioritization, and resolution of end user help requests, as well as the monitoring, tracking, and coordination of Service Desk functions. This position will also serve as a general technical support specialist during high request volume periods by taking incoming tickets from various stakeholders. The work is performed under minimal supervision by the IT Support Manager.

Essential Duties and Responsibilities include, but are not limited to the following:

Strategy & Planning

• Using defined KPIs and service level metrics, evaluate and recommend resources to Service Desk Management to optimize the efficacy of the Service Desk team.
• In conjunction with IT Service Desk Manager, establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment

• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management

• Oversee the daily operation of the Service Desk team; onboard and develop personnel, communicate expectations, evaluate individual performance, and promote a positive and cohesive team culture.
• Manage the processing of incoming requests to the Service Desk via service portal, phone, and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the end user level, including hardware provisioning, installing, and upgrading software, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Service Desk requests and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Oversee creation and publishing of knowledge base articles, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of service desk staff training procedures and policies.

Knowledge & Experience

• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education & Experience

• Associate degree in Computer Science, Information Science/Systems or equivalent industry experience.
• 2+ years managing a technical support organization supporting enterprise IT customers.
• ITIL 3/4 certification will be highly regarded.
• Vendor agnostic certifications (CompTIA A+, Network+, Server+ etc.).

Language and Communication Skills

• Ability to compose, read, interpret, and edit complex documents and correspondence and relay information to stakeholders.
• Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing.
• Follow detailed written and verbal instructions.
• Accurately proofread numerical and text data.

Reasoning Abilities

• Ability to apply common sense understanding to execute instructions furnished in written, oral, or diagram form.
• Ability to problem-solve (ex. involving concrete variables in standardized situations, etc.)
• Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions
• Ability to analyze and interpret data

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Commitment:

General Logistics Systems US, Inc. is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GLS and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all laws and regulations relating to employment discrimination, and is always committed to doing what's right.