Support Desk Supervisor - Model1 Commercial Vehicles, Inc.

Come grow with us by joining our team as a Support Desk Supervisor!  In this role, you will play a critical role for the company and will work alongside other professionals within the team and other departments. You will help manage the day-to-day incoming IT support and onboarding requests, act as an escalation point for the Desktop Support team, and maintain and manage the ticketing system and associated workflows to continuously improve our IT support processes. You will work closely with the IT Manager regarding the philosophy and process management of the helpdesk, helping drive forward existing strategies while providing ideas of your own, and showing flexibility as needed to provide the best possible IT support service to the Model 1 staff.

Who is Model 1, formerly known as Creative Bus Sales?

Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you.  Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next.

It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what you need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, you’ll have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know. Work together to find solutions.  See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease. Be the person that you’d want to interact with – approachable and transparent.
• Drive Forward: Keep your eyes up to see what’s ahead. Imagine better methods.  Seize opportunities.  Move the business and the market, meaningfully.
• Find Balance: Match your energy at work to your energy with family, friends, and community. Decide and align your priorities.  Pour into yourself and those around you.
• Own It: Take the extra step. Fix issues when they come up.  Care from start to finish.  Do the right thing, every time.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Below is an overview of the duties and responsibilities you would take on in this role:

• Lead the Support Desk team, providing day to day operational guidance and mentorship as needed for our growth both as a department and team members’ individual professional development. Help to set example and tone for the support desk team by being a “working manager,” both assigning tasks and participating in their resolutions as needed.
• Monitor the IT ticketing system, with an eye toward improving efficiency, observing trends, and taking proactive steps as necessary to improve our helpdesk effectiveness, IT security, and service delivery. Perform configuration changes as needed to the ticketing system to realize these improvements.
• Manage and approve schedules, time cards, and time off requests for the support desk team.
• Work with system administration team to implement technical enhancements to improve workflows and customer experience.
• Work with leaders of non-IT teams also using the same ticketing system for consulting and ticketing administration.
• Document IT procedures, configurations, and inventory to maintain a comprehensive knowledge base.

Minimum Job Requirements:

• Associate’s degree or higher in Computer Science, Information Technology, or a related field is preferred.
• 4 years experience in an IT field, with at least 1 year in a lead/supervisor role.
• Experience managing and administering a ticketing system.
• Working knowledge of services core to our IT functions such as Active Directory, Microsoft 365, Windows 10/11, and Microsoft Office.
• Strong problem-solving skills and the ability to work in an evolving environment.
• Strong communication and teamwork skills, with a willingness to mentor junior IT staff.
• Ability to be adaptable, either taking direction or taking action as situations warrant.
• ITSM certification a plus.

Company retains the sole discretion to change the duties of the position at any time.