The Store Computer Operations (SCO) Help Desk Supervisor is responsible for overseeing the level one support team for PSG and PCG retail locations in the US and Canada, ensuring the resolution or escalation of end-user incidents to either development or other support groups. Scope of support includes the stores’ IT ecosystem, including software, hardware, infrastructure, and related technology. This individual is responsible for overseeing the help desk staff and ensure that end users are receiving the appropriate assistance delivered in a timely manner as defined in Help Desk Standard Operations Manual. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination for department functions.
Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!
At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at
http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.
Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.
Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.
Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.
Essential Functions
Strategy & Planning
- Establish, document, and promote team standards with regards to help desk operational support.
- Compile and recommend wants/needs for the annual budgeting process.
- Assist in determining staffing and skills requirements.
- Proactively mentor the team in processes, best practices, and technical administration techniques.
Development & Deployment
- Manage incoming requests for services and as appropriate, delegate work to help desk personnel, professional apprentices, or request services from other technical resources.
- Interface with all business functions and establish/maintain support service levels with users to ensure support transitions are effective and efficient.
Operational Management & Optimization
- Create and monitor performance management plans that address operational initiatives including associated metrics and deliverables.
- Create and manage relevant, timely and effective communications paths.
- Oversee the resolution of technical issues assuring support is provided on a timely basis.
- Set employee objectives, monitor and evaluate performance and provide feedback and mentoring.
- Participate in supporting all users ensuring that the level of customer service provided meets or exceeds management’s expectations and departmental goals and objectives.
- Proactively evaluate potential service level problems.
- Routinely identify and deliver to management, metric measurements as related to services provided.
- Ensure satisfactory staffing exist on teams.
- Prepare and conduct employee performance reviews for assigned help desk personnel, interns, and professional apprentices.
- Create and maintain development plans for each team member, including training and skills assessments
Incidental Functions
- Prepare and lead presentations as requested.
- Provide training and documentation for supported applications.
- Provide help desk support as needed.
- Assist with other projects as may be required to contribute to efficiency and effectiveness of the work.
- Attend, and periodically lead meetings in participation with the team.
- Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy.
- Minimal travel, up to 5% may be required.
- Work outside the standard office 7.5 hour workday may be required
Formal Education & Certification
- Required
- Bachelor’s Degree (or foreign equivalent) or in lieu of a degree, at least 5 years of experience in the field of Information Technology or Business (work experience or a combination of education and work experience in the field of Information Technology or Business).
Knowledge & Experience
- 5+ years IT experience.
- 5+ years of progressive help desk experience providing support in a technical support environment including leadership responsibilities.
- 3+ years developing documentation, white papers and presentations suitable for peers and immediate management.
- Experience supervising a call center team, including creating and delivering performance appraisals preferred.
- Ability to prioritize workload and adapt to new processes and procedures in a fast-paced operational environment.
- Experience using and administering help desk ticketing system with a proven understanding of industry best practices
- Experience understanding all client expectations and ability to execute at the highest level.
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Fundamental experience generating activity status and metrics reports preferred.
Personal Attributes
- Strong written and oral communications skills.
- Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.
- Strong systems/process orientation with demonstrated analytical thinking, organization skills and problem-solving skills.
- Ability to work in a team-oriented, collaborative environment.
- Ability to quickly pick up new tools and technologies.
- Willingness and ability to train and teach others.
- Ability to facilitate meetings and follow up with resulting action items.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Strong presentation and interpersonal skills.
- Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.
- Ability to effectively move forward on tasks even with ambiguous or changing requirements
