Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Supervisor, Service Desk role is accountable for supervision and coordination of the Service Desk Team Member and operations. The supervisor will manage the day-to-day operations including status reporting on phone volumes, ticket entries and escalations, and Team Member scheduling to ensure that policies and procedures are adhered to. The Supervisor will work with the Parks Technology Support Groups to ensure that Service Level Agreements (SLAs) are being met to increase overall customer satisfaction. This role oversees and manages Service Desk new hire onboarding and training. The Supervisor works in cooperation with Enterprise Operations Management to ensure interdepartmental procedures are communicated to the Service Desk staff in a timely manner and ensures all necessary processes for Service Desk procedures are documented and established in a location accessible to the entire staff.

The Supervisor, Service Desk will also participate in a rotating “manager on duty” program to ensure critical issues and outages are coordinated 7x24, 365 days a year.

MAJOR RESPONSIBILITIES:

• Coach and develop the Service Desk team by providing performance feedback using tools such as call reviews, ticket reviews, conducting training, and survey results to ensure continuous improvement. Evaluate and conduct team member development plans and annual performance appraisals. Enforce UO policies and procedures. Accountable for disciplinary/corrective actions in the event of policy or procedure violations. Assist in the development and implementation of standard operating procedures, policies, and tools to enhance Service Desk operations.
• Oversees and monitors Service Desk team including all inbound support channels such as email requests, incident management and support calls to ensure SLA expectations are met or exceeded. Create team member schedules and assigns shifts based on company needs. Manage Service Desk projects as well as participate in project meetings managed by our Project Management team or other projects and initiatives as needed.
• Motivate and engage the support team to keep focused on meeting the department and company goals. Communicate new information or tasks assigned to the Service Desk. Ensure that proper documentation of all new tasks is clear and disseminated in a timely manner to Service Desk. Oversee Service Desk knowledge base to ensure articles are updated periodically and accurate.
• Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to Service Desk Manager. Create and monitor training plans including new hire and technical trainings.
• Produce and distribute performance metrics to help monitor and evaluate compliance with current SLAs. Also produce and monitor metrics related to operational strategies similar to resource planning, scheduling trends, and defining quality and efficient customer service standards.
• May be required to perform all other functions of the Service Desk during overflow situations. Assist in troubleshooting escalated issues from the team.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

Associate degree (AA), Technical school degree, or Bachelor’s degree (BA) in technical field is preferred.

EXPERIENCE:

• 5+ years’ experience with supporting client device support, networked computer systems, client and server operating systems, Active Directory, and Microsoft 365 platform.
• Preferred knowledge of POS systems, network troubleshooting, scripting (PowerShell/Python), Printer Management, Microsoft Power Platform or similar low/no code automation platform, VPN, and AS400/iSeries.
• 2+ years experience managing and developing employees, preferably in the customer service or information technology fields.
• 2+ years experience in a lead or senior analyst role serving as the point of escalation for technical issues, developing technical documentation, and technical subject matter expert on a service desk or related information technology field.
• 4+ years of experience in a theme park technical support role is preferred.
• Or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Information Technology Infrastructure Library (ITIL) certification is preferred.

ADDITIONAL INFORMATION:

This role supervises all Service Desk functions to ensure resolution, routing and delegation of tasks are being properly managed. This role is required to maintain confidentiality of sensitive information such as financial, personal data and future projects. Will be required to work remotely and be available off hours for emergency situations. Works with 3rd party vendors, remote users and communicates with customers including, at times, top level executives. Excellent written and verbal skills are a must.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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