Supervisor Service Desk Amer

Who We Are:
At Avnet, relationships matter. We are a global, FORTUNE ® 500 technology distributor and solutions company that delivers design, supply chain and logistics expertise to customers at every stage of a product’s lifecycle. Our employees have a front row seat to the latest innovations shaping the world we live in and the future we share. We’re driven to help our customers around the world succeed and we do so by earning the trust of some of the biggest names in technology.

Working at Avnet means being a part of a global team. We work collaboratively and with integrity, doing business the right way. For more than a century, we have partnered together to help our customers, suppliers and teammates realize the transformative possibilities of technology. Experience what’s next at Avnet

Job Summary:
Manages a team of individuals who provide technical and/or business process support services, assistance, guidance and general issue resolution in response to “how to” calls from internal customers involving specific areas of assignment.

Principal Responsibilities:

- Manages and coordinates calls, evaluates situations and first level resolution, assistance and support processes.
- Coordinates and manages the processes and improves provide service/issue resolutions for internal clients on first call.
- Escalates issues/concerns not able to be resolved to the next level as appropriate.
- Issues call tickets for resolved issues and problem tickets for escalated issues.
- Uses good listening skills and provides clear communications; thoroughly documents all of the relevant data (to the issue) in the ticketing system.
- Ensures logs, files, records and other documents are kept up-to-date.
- Identifies problem trends and training issues.
- Coordinate and assist with integrating software products, infrastructure, and data based on business needs, communications systems, and evolving technologies.
- Manages the team which monitors, evaluates and reports on the ongoing performance and capacity of assigned area(s) of the computing environments (software and hardware specifications) in order to ensure business requirements are met.
- Other duties as assigned.

Job Level Specifications:

- Coordinates and supervises the daily activities of business or technical support teams comprised of individual contributors. Sets priorities for the team to ensure task completion. May coordinate work activities with other supervisors.
- Directs routine and repetitive operations of team.
- Assignments are largely established in accordance with schedules and deliverables. Decisions are guided by policies, procedures and business plans.
- Collaborates daily with direct reports and peers within similar functions primarily for the purpose of exchanging information.
- Decisions have a direct impact on team operations. Erroneous decisions or failure to achieve results may cause delays in schedules and require the allocation of additional time, people and/or financial resources.

Work Experience:

- Typically 4+ years relevant work experience

Education and Certification(s):

- Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.

Distinguishing Characteristics:

- Single functional domain

LI-AMER

What We Offer:
Our employees work hard to live our values and help us grow. Our total rewards strategy supports Avnet’s ability to attract, engage, develop, and reward our employees, while promoting a diverse and inclusive environment. We offer competitive compensation and benefit programs — from time away and flexible working arrangements to programs supporting employee well-being and opportunities to give back to your community.- Generous Paid Time Off- Savings Fund- Paid Holidays- Medical, Dental, Vision and Life Insurance- Education Assistance- Employee Development Resources- Employee Wellness, Leadership Development, and Mentorship Programs- Year-End Bonus- Food Coupons

Benefits listed above may vary depending on the nature of your employment with Avnet.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.