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Technology Service Desk Supervisor

Date: May 15, 2019

Location: Rocklin, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-15768
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time

JOB DESCRIPTION

About the Team

You will be part of the Technical Service Operations team responsible for supporting all of Williams-Sonoma Inc Stores, Corporate and Technology teams. Our job is to ensure that every WSI location, associate and customer has the best experience possible utilizing our vast array of technical solutions we provide.

About the Role

In the Service Desk Supervisor role, you will be responsible for ensuring our service desk agents have what they need in their support of the associates throughout the company. This includes triaging inbound calls, emails, self-service incidents and requests to ensure that all relevant information is captured. Ensuring that all our Service Agents meet or beat our Service Level Objective for resolution time.

The shift for this role is M-F, 6:00 am - 3:00 pm PST. On-call rotation is also required.

You're excited about this opportunity because you will...

* Establish and maintain staffing schedules for a 24/7 support model
* Analyze and audit calls and tickets for established SOP's and Standards to ensure the are being met and to help establish trends in issues
* Oversee the work of staff augmentation contractors including providing assignments, validating needed skills, giving feedback on work quality and other issues (e.g. attendance, delivery commitments)
* Train Service Desk staff on operational procedures and troubleshooting techniques
* Ensures time card accuracy of associates and contractors
* Maintains a high level of customer service standards to support all internal contacts to the service desk
* First line of contact for all High Priority incident escalations

Why you will love working at Williams-Sonoma, Inc.

* We're a successful, fast-growing company with an entrepreneurial vibe
* A technologically and data-driven business
* Competitive salaries and comprehensive health benefits
* We're at the forefront of tech and retail, redefining technology for the next generation
* We're passionate about our internal and external clients and live/breathe the client experience
* We get to be creative on a daily basis
* A smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in autonomy and reward taking initiative
* We have fun!

REQUIREMENTS AND QUALIFICATIONS

We're excited about you because...

* Bachelor's Degree or equivalent work experience
* 5+ years' Experience working in a Service Desk/Call Center as an agent and/or supervisor
* Have demonstrated customer service excellence in an Operational role
* Have exposure to management best practices and a drive to help others succeed
* Experience working in Service NOW or similar ITSM ticketing platforms
* Strength in measuring and reporting on data for the group's Key Performance Indicators
* Experience working in and helping create a team‐oriented, collaborative environment

Technical Competencies:

* Technically proficient in desktop operating systems, both Windows and Macintosh
* Technically fluent in Microsoft Office products
* Hands‐on software and hardware troubleshooting experience
* Ability to effectively communicate over the phone, email and chat
* Ability to produce written technical documentation in a user-friendly format

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the home. Our family of brands includes Williams Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room, and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. In 2017, we acquired Outward, Inc., a 3-D imaging and augmented reality platform for the home furnishings and décor industry. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

Benefits:

Once you are here, you can look forward to a wide variety of benefits. Our corporate vision--to enhance our customers' quality of life at home--extends to the lives of our associates. To that end, we offer an extensive benefits package designed to help you grow, personally and professionally, to keep you healthy, to prepare you for the unexpected, to care for your family and to build a secure future. Depending on your position and your location, here's a look at what you might be eligible for:

* A generous discount on all Williams Sonoma Inc. brands through multiple shopping channels
* A 401(k) plan and other investment opportunities
* Paid vacations, holidays and other time-off programs
* Health benefits, including health, dental and vision insurance; health and dependent care tax-free spending accounts; medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; life and travel insurance; an employee assistance program
* A wellness program that supports your physical, financial and emotional health
* In-person and online learning opportunities through WSI University, LearnIt and AcademyX
* Cross-brand and cross-function career opportunities
* Quarterly sample sales
* A business casual work environment
* Time off to volunteer
* Matching donations to qualifying nonprofit organizations
* Discounts on nearby gyms and other local businesses

This role is not eligible for relocation assistance.

Williams-Sonoma, Inc. is an Equal Opportunity Employer.

#LI-JD1

Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.


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