Supervisor, Service Desk Operations

Job Summary and Mission

Now Brewing – Service Desk Supervisor! #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

This position contributes to Starbucks success by leading and monitoring the daily functions and workflow within the Service Desk. As a Service Desk Supervisor, you will be responsible for providing leadership, direction and supervision for Starbucks Service Desk analysts in a continuous support environment. The working hours for this role will be: Tuesday - Saturday 10:00am PST - 7:00pm PST

As a Service Desk Supervisor, you will…

• Lead a team of 9 to 11 service desk analysts that provide support to all our Internal and External customers.
• Track and analyze trends in service desk requests and generate statistical reports.
• Ensure that SLAs are met and continually help improve the Service Desk operations.

We’d love to hear from people with:

• Project management experience to help manage new initiatives.
• Provides continuous on-call support for critical user problems.
• Serves as communications conduit across Information Technology support groups, and affected customers during high impact outages.
• Ability to motivate and direct staff members and subordinates.
• Assists the department manager in establishing processes, procedures and policies for the Service Desk.
• Leads incident management tracking, trending and adherence to established service level agreements. Monitors daily work flow, including staffing, delegation and reporting on identified metrics.
• Monitors incoming and outgoing telephone calls, documents user problems, and maintains service level agreements with user business units/departments.
• Recommends training and provides feedback and coaching to partners.
• Provides input to Service Desk leadership and manager for improvements in departmental processes and procedures.
• Monitors daily work flow of the Service Desk team during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements.
• Supervises the partners within assigned team through managing performance, addressing employee relations issues, and making sound hiring decisions.
• Ensures quality customer service is always provided and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution.

Required Knowledge, Skills and Abilities

• Strong attention to detail
• Strong interpersonal skills
• Project Management experience.
• Strong customer service skills
• Ability to communicate clearly and concisely, both orally and in writing

From free coffee to competitive pay, Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock. What’s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.

If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.

Join us and inspire with every cup. Apply today!

The pay range for this position may be narrower than that displayed, depending on where the work is performed

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at [email protected].