Our National IT Services department supports every part of our organization – from Finance and Project Management to Logistics, Operations, Warehouse and more. Our team of IT managers, analysts, specialists and service desk technicians drive innovation and lend their expertise to our people across the entire company, building careers that are both challenging and rewarding.
As a Global Service Desk Supervisor, you will report directly to the Global Service Desk Manager. In this role, you will be responsible for managing the operations and continuous improvement of ALDI’s Global Service Desk Team (GSD). The GSD team operates 24/7.
The focus of the GSD is to provide high quality first level IT support to ALDI employees in accordance with internationally established SLAs. This role requires a leader with a passion for mentoring, coaching, and providing continuous development that will enable the GSD team to achieve their goals. As a supervisor you will be responsible for orchestrating smooth IT operations for our customers throughout the ALDI business in the US. As ALDI continues to grow and expand operations, we are looking for someone that wants to be part of a collaborative team where your leadership skills are used to motivate team members, achieve goals, and keep IT processes running without interruption.
Position Type: Full-Time
Starting Salary: $90,000
Salary Increases: Year 2 - $95,000 | Year 3 - $100,000
Work Location: Aurora, IL
This role is eligible to participate in ALDI’s Hybrid Work Program, which allows remote work up to 3 days per week (i.e., work remotely up to 3 days per week; work in-office at least 2 days per week)
Duties and Responsibilities:
Must be able to perform duties with or without reasonable accommodation.
• Establishes and communicates job responsibilities and performance expectations to their direct reports to assure mutual understanding and desired results.
• Identifies training and development opportunities that will assist their direct reports in achieving enhanced performance.
• Understands the overarching company strategy, as well as communicates and models the core values of the organization, to create a sense of teamwork and membership among employees.
• Informs management when recurring issues or group training is required for global service desk employees.
• Provides input to their direct leader on hiring for positions reporting to them.
• Informs management of major team milestones, developments, and concerns.
• Assists in communicating and modeling the overarching company strategy and core values of the organization to create a proper work environment and sense of teamwork among employees.
• Ensures compliance with established operating policies and procedures.
• Identifies opportunities to improve customer support.
• Identifies and documents software/hardware issues and communicates them to the appropriate group.
• Ensures that service level agreements are being met.
• Attends scheduled calls with vendors as needed to discuss issues and concerns.
• Provides support to national service offices, divisions and/or stores and contacts appropriate internal personnel or external vendors when further expertise is required.
• Responds appropriately to issues that require training of the end-user
• Job responsibilities include possible access to HIPAA-protected health information; as such, employee must comply with HIPAA Privacy and Security requirements and policies.
• Supervises the day-to-day operations of their team, escalating issues to the appropriate level of support and/or leadership when necessary.
• Assures direct reports complete assigned responsibilities in a timely and effective manner to provide the highest level of customer service for the business.
• Other duties as assigned.
Job-specific Competencies:
Knowledge/Skills/Abilities
• Consistently demonstrates the Mindsets, ALDI Acts Competencies and Professional Skills (M.A.P.) as outlined for the role.
• Gives attention to detail and follows instruction.
• Ability to develop rapport, trust, and open communication that enhances the growth and performance of direct reports.
• Conflict management skills.
• Problem-solving skills.
• Understands the history, strategy, organizational authority, interdependence of job duties, products, systems, and services of the company.
• Ability to interpret and apply policies and procedures.
• Ability to understand overall data flow from user specifications considering all input and output, hardware, software and the operations environment.
• Proficient with office productivity software.
• Ability to supervise department personnel by guiding performance to assure the quality and completion of work assignments.
• Develops and maintains positive relationships with internal and external parties.
• Prepares written materials to meet purpose and audience.
• Negotiation skills.
Education and Experience:
• Bachelor's Degree or a combination of education and experience providing equivalent knowledge required.
• A minimum of 3 years of progressive experience in Information Technology required.
• Or, a combination of education and experience providing equivalent knowledge.
Physical Requirements:
• Work may be performed in an office, remote office or a combination of both where a computer and office equipment may be used as needed to perform duties.
• Regularly required to sit, reach, grasp, stand and move from one area to another.
• Constantly and repeatedly use keyboard/mouse.
• Occasionally required to push, pull, bend, lift and move up to 25 lbs.
Travel:
• International & Domestic travel required.
• Up to 10%.
ALDI offers competitive wages and benefits, including:
- 401(k) Plan
- Company 401(k) Matching Contributions
- Employee Assistance Program (EAP)
- PerkSpot National Discount Program
In addition, eligible employees are offered:
- Medical, Prescription, Dental & Vision Insurance
- Generous Vacation Time & 7 Paid Holidays
- Up to 6 Weeks Paid Parental Leave at 100% of pay
- Up to 2 Weeks Paid Caregiver Leave at 100% of pay
- Short and Long-Term Disability Insurance
- Life, Dependent Life and AD&D Insurance
- Voluntary Term Life Insurance
Click here to learn more about the benefits ALDI has to offerALDI is committed to equal opportunity for all employees and applicants. As a proud Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, citizenship status, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, mental or physical disability, medical condition, genetic information, military or veteran status, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other protected characteristic. Employment may be contingent upon ALDI's receipt of an acceptable and job-related drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.
