IT Service Desk Supervisor

Mister Car Wash is rewriting the rules of the car wash industry. Headquartered in Tucson, Arizona, we are the nation's largest and fastest growing multibillion dollar, publicly traded car wash company with over 400 car washes in 21 states!

We wash cars for the fun of it. We put people first. We help turn jobs into careers.

We're currently seeking an IT Service Desk Supervisor to join our team!

The Service Center Supervisor plays a pivotal role in ensuring the daily operations of a team of IT Support representatives, both remote and in-office, are aligned with our commitment to excellent customer service. This role is instrumental in maintaining performance standards, adhering to company policies/procedures, and delivering exceptional customer service. The Supervisor will also manage team members' scheduling, training, and development while coordinating with other departments to optimize service delivery.

What you will do:

Team Leadership and Management:

• Supervise and support a team of remote and in-office IT Support representatives.
• Monitor performance metrics (e.g., call quality, response time, customer satisfaction) and provide regular feedback.
• Conduct regular team meetings and one-on-one sessions to review performance and address concerns.
• Develop and implement strategies to improve service delivery and team efficiency.
• Ensure compliance with company policies, procedures, and objectives.

Operations Management:

• Coordinate the daily operations of the service center, ensuring proper coverage across shifts.
• Manage schedules and time-off requests and ensure staff availability.
• Oversee the use of technology and tools for remote work, ensuring seamless integration with in-office operations.
• Handle escalated customer issues and complaints, providing timely resolution.

Training and Development:

• Identify training needs and opportunities for team members to enhance skills and knowledge.
• Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement.

Reporting and Analysis:

• Prepare and analyze reports on team performance, customer feedback, and operational metrics.
• Present findings to senior management and suggest actionable insights for improvement.
• Track and report on key performance indicators (KPIs) related to customer service quality and efficiency.

Cross-Department Collaboration:

• Work closely with other departments (e.g. Facilities, HR, Accounting) to ensure smooth operations and support for the service center.

How will you shine:

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience).
• 3+ years of experience in a customer service leadership role, with at least 1 year managing a hybrid team.
• Proven track record of managing remote teams and in-office staff simultaneously.
• Experience with customer service software and remote work tools (e.g., ITSM systems and communication platforms).
• Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team.
• Excellent communication skills, both verbal and written.
• Analytical and problem-solving abilities, with a focus on continuous improvement.
• Proficiency in using customer service software, Microsoft Office Suite, and remote collaboration tools.
• Ability to handle high-pressure situations and make quick decisions.
• Flexibility to work mornings, evenings, or weekends as needed.
• Ability to travel to Mister regions within the US periodically for installations, site visits, and time with remote staff.

What motivates our team:

• Excellent Benefits including medical, vision, dental, PTO, 401k, etc.
• Career Progression with a high growth, publicly traded company.
• Employee Stock Purchase Plan (ESPP) offered after 6 months of employment.
• Modern office space in the heart of downtown Tucson.
• On-site Fitness Gym and Bike Share.
• Employee Game Room and Lounge.
• Free Unlimited Wash Club Membership.

It's your time to SHINE! Join the Mister Car Wash team today!

Mister Car Wash provides equal employment opportunities to all employees and applicant for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We participate in the E-Verify system nationwide.

Other details

• Job Family IT Support
• Job Function Information Technology
• Pay Type Salary

Apply Now

Location: Little Tucson, AZ, US

Posted Date: 11/22/2024