Job Details

Overview:

Six Flags Entertainment is seeking a Service Supervisor, IT at Kings Island in Mason, OH. The Service Supervisor, IT oversees IT operations functions including project management, service delivery, and service continuity. Manage IT service technicians as well as coordinate and escalate service requests to the internal or external technical resources to ensure end-to-end service delivery expectations are achieved or exceeded. Hire, train, mentor, and schedule assigned support staff.

Responsibilities:

• Supervise assigned support staff including hiring, performance evaluation, and disciplinary action. Train staff on operational procedures and troubleshooting techniques. Schedule support coverage appropriate to the changing needs of the park.
• Oversee service desk functions. Accountable for establishing and meeting service level agreements. Gather and analyze metrics to benchmark the help-desk workload/performance. Monitor incidents and ensure resources are assigned and escalation procedures are followed to coordinate recovery.
• Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Interface with users of technology, employing a high degree of tact and communication skills to promote a positive image of the department.
• Resolve problem situations in a professional manner. Accurately communicate information to create a work environment that lends itself to the best interests of the departmental personnel and customer service levels.
• Maintain a broad technical understanding including the ability to analyze and troubleshoot network, computer hardware, operating systems, and application issues.
• Develop and maintain an equipment life-cycle that includes acquisition, deployment, repair, and disposition. Maintain an accurate equipment inventory. Work with IT Manager to identify and prioritize division IT equipment needs and requests. Ensure equipment standards are met.
• Identify problem trends to ensure permanent solutions to recurring problems are developed. Recommend and implement measures to improve reliability and efficiency.
• Accurately articulate and communicate pertinent information. Assist in the development and implementation of service delivery quality control processes and procedures.
• Serve as one of the around-the-clock contacts for all related support issues, providing advanced level technology support.

SCOPE & IMPACT:
Manages IT support technicians including hiring, directing, mentoring, performance appraisal, and termination. Has direct responsibility to oversee IT technical support and issue resolution for the park, water-park, and hotel. Assist with budget development and management.

Qualifications:

• Bachelor's Degree in IT or Computer Systems preferred, Associate's Degree or equivalent work experience considered.
• 4-6 years' experience in IT Support with 1-2 years managing or supervising a team.
• Experience with ITIL Foundations, A+ preferred.
• Experience with assisting in the planning, monitoring, and/or managing budget in the functional area of the department.