Supervisor, Service Delivery

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the Supervisor, Service Delivery, you will be responsible for delivering IT services to end users in alignment with service level targets for incident resolution and request fulfillment within your assigned geographical zone. This role combines deep technical expertise with leadership responsibilities, ensuring high-quality support and consistent service delivery.

What you can expect in this role (Job Responsibilities)

• Manage the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.

• Resolve incidents and fulfill service requests utilizing the company’s service desk system (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.

• Provision and maintain all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.

• Aid in training end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.

• Escalate incidents to the appropriate IT operations resources in accordance with established procedure.

• Maintain inventory and order end user hardware, software, services, and peripherals in accordance purchasing policies.

Supervision

• Assign daily tasks and monitor workload distribution among Technical Support Specialists.

• Conduct regular one-on-one check-ins and team huddles to review priorities and performance. Review performance metrics with team members to ensure adherence to SLA's.

• Provide constructive feedback and coaching to team members; participate in mid-year and annual performance reviews and recommend development plans.

• Organize onboarding sessions for new hires; develop and maintain training materials.

• Act as the primary escalation point for complex technical issues; ensure timely resolution and communicate status updates to stakeholders.

• Review service delivery metrics and leads initiatives to enhance efficiency and customer satisfaction.

• Ensure adherence to IT security and compliance standards; maintain accurate documentation of procedures and knowledge base articles.

• Ensure timely completion of all Team Refresh activities in alignment with established SLA requirements

• Level One management engagements, including onboarding, offboarding, and scheduled meetings

• Maintain and update training documentation; conduct on-site training for new TSS team members

• Support recruitment efforts by participating in interviews and selection of new TSS personnel

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

• Required Experience:

  • 5-7 years of experience in a related position in a corporate environment
  • Experience with Desktop, LAN and telecommunications devices including mobile devices
  • Experience supporting executives and/or working in a professional environment
  • Microsoft, A+, Cisco (Certifications)
  • Working knowledge of ITIL

• Preferred Knowledge, Skills, and Abilities:

  • Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area & wireless networks, etc.
  • Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
  • Strong IT end user troubleshooting / diagnostic skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
  • Flexibility and adaptability to changing requirements dictated by business and IT requirements.
  • Understanding of I4.0 concepts and hardware/software needs.

• Education & Certifications:

  • Bachelor’s degree in IT or business related field or equivalent work experience or self-study

Travel & Working Environment

Travel up to 25%

What benefits do we offer?

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Education assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.