DescriptionGeneral Logistics Systems (GLS) is an established provider of time-critical package 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've taken our unique but proven business model stateside, where we intend to shake up the market with a truly combined express parcel and dedicated 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-US and keep an eye out for future openings as we expand!RequirementsPosition: IT Service Desk SupervisorReports to: IT DirectorExempt or Non-Exempt: Exempt-SalaryPRIMARY FUNCTION:The Service Desk Supervisor is accountable for both active participation in and supervision of the GLS IT Service Desk. This role involves standardizing service desk operations and procedures, as well as identifying and improving inefficiencies. The individual will contribute significantly to the ongoing development of the IT Service Desk team and ensure adequate oversight and strategic direction of the GLS IT Service Desk.ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Educate, train, and supervise the Service Desk personnel
Create and maintain detailed and complete Service Desk documentation and processes.
Reporting of metrics and KPIs for the Service Desk
Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
Participate in research, planning, scoping, implementation, and ongoing project support.
Participation in maintaining inventory of hardware, software, and support assets.
Operate in a self-motivated, independent, and responsible manner, leading by example.
On-point, genuine interpersonal and written communication skills
Demonstrated Customer Service & Troubleshooting skill sets.
The ability to balance and prioritize multiple projects and remain calm under pressure.
Experience working with multi-tiered ticket handling/resolution systems
Enforces IT standards and educates employees about compliance, security, & best practices.
Performs other related duties as assigned
Participates in the after-hours on-call rotation
FUNCTIONAL REQUIREMENTS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Possesses networking expertise with a comprehensive understanding of VPN, LAN, WAN, and wireless technologies.
Demonstrated understanding of switches, routers, and other network hardware, along with server virtualization technologies.
Experience with Ticketing systems: Jira, others
Understanding networking protocols and services including IPv4, IPv6, TCP/IP, DNS and DHCP
Understanding of security practices, including physical, internet, and wireless security.
Strong understanding of user authentication, permissions, and encryption
At least 2 years of documented Service Desk Leadership Experience
Understanding and practicing ITIL Microsoft Active Directory
May be required to perform tasks beyond those explicitly listed in this role.
The preceding covers the primary duties and responsibilities of the position. It should not be construed as a complete listing of all miscellaneous, incidental, or similar duties that may be required from day to day.EEO Statement:General Logistics Systems US is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to 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.
