IT Service Center Supervisor in Nashville, TN at LKQ Corporation

Date Posted: 4/9/2018

Job Snapshot

Job Description



LKQ Corporation (NYSE: LKQ), an S&P 500 and Fortune 500 company, is a leading global value-added distributor of vehicle repair parts and accessories. The Company is the leading North American provider of recycled automotive and aftermarket collision parts as well as specialty accessories for automobiles, trucks, recreational and performance vehicles.

LKQ Europe, with operations located in 15 countries, collectively is the largest distributor of automotive aftermarket mechanical repair parts and related products in Europe, holding leading market positions in the United Kingdom, Italy, The Netherlands, The Czech Republic and Slovakia. Globally, the Company has more than 1,100 operating locations and 40,000 employees.

LKQ has an entrepreneurial, growth orientated culture and since 2005 consolidated revenue has grown at a compound annual rate of 28%. Come join the family, and be LKQ Proud!

JOB SUMMARY:

The Service Center Supervisor is responsible for the day-to-day operations of the IT Service Center, managing and advancing the first-level service and support of end-user service requests and incidents, and ensures service levels are maintained. Coordinates the daily work of the Service Center Technicians and provides technical and business leadership and guidance to the team. In addition, the Service Center Supervisor acts as a key interface to LKQ/Keystone personnel.

ESSENTIAL JOB DUTIES:

•    Directly supervises employees in the IT Service Center. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, resolving problems.

•    Develop, manage, measure and report on key service-level metrics.

•    Build relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.

•    Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.

•    Advance the use of a knowledge repository to share information among all levels of IT service and support.

•    Prepare cost analyses, budget plans and proposals as needed.

•    Be an active member of the change and problem management teams responsible for increased call avoidance and decreased end-user downtime.

•    Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement.

•    Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.

•    Assists Service Center Technician in solving non-routine software, hardware and procedure problems.

•    Interprets IT/Company policy and enforces regulations.

•    Performs special projects and duties as assigned.


EDUCATION AND/OR EXPERIENCE:

•    College degree or equivalent preferred

•    4 years working experience in a call center/service desk environment

•    2 years supervisory experience (preferred)

•    Knowledge of IT service desk tools and best practices

•    Strong reporting skills

•    Proven troubleshooting skills

•    Ability to manage the service desk 24/7 throughout the year and be available for off-hour support when necessary

•    Sound communication skills and experience working alongside other IT and business management professionals

•    Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness

•    Knowledge of and adherence to IT policies and processes to ensure consistent quality of service

•    Capacity to lead by example and develop strong personnel performance goals

•    Ability to drive process improvement to continually improve service and reduce costs

•    ITIL certification (preferred)

We offer:


* Competitive Pay 401k Plan with generous employer match
* Insurance Plans for (Medical, Dental, Vision, Life and Disability) ​
* Paid Holiday leave days and a Paid Time Off Program
* Tuition Reimbursement
* A top-notch leadership team with the experience needed to grow and develop your career

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled