Supervisor IT Supply Chain

Req ID: 449606

BASIC PURPOSE: Working as part of the Supply Chain IT team, lead the support and optimization of solutions for the Supply Chain organization. Activities include incident/service request management, resource management, change management, working with cross-functional teams to deliver operational enhancements and break-fix solutions, and validating transitioning to support plans. This is an IT position which will focus on customer service for the supply chain business area, ensuring IT solutions are in a healthy state, which includes partnering with business, technical, and third-party resources to deliver support and operational solutions.

MAJOR RESPONSIBILITIES:

• Partner with Supply Chain IT and business leaders to establish service levels for resolution of incidents

• Manage work of contractors and permanent employees to achieve service level agreements for support

• Track and ensure resolution of third-party solution support incidents, ensuring adherence to contract SLAs

• Resource management responsibilities for permanent employees, including goal setting, capacity planning, work management, feedback, coaching, performance reviews.

• Actively manage contractor time to ensure adherence to budget

• Work with multiple teams to track, prioritize, allocate resources, resolve, and report on incidents and requests

• Ensure quality and timeliness of work deliverables for internal and external team members

• Work with scrum masters to ensure work item delivery

• Prepare or manage preparation of support reporting, including status, metrics, decisions, actions, timeline, resourcing, and adherence to success criteria/SLAs.

• Identify areas of opportunity to improve system performance, execute end user training, or transition work to more relevant areas based on support tickets

• Identify and implement solutions that enable proactive monitoring and management of software or hardware that supports the Supply Chain organization

• Raise opportunities for continuously improving processes or solutions

• Clearly communicate work status and needs to other business systems leads, manager, and stakeholders

• Contribute to and maintain best practice support management

• Work with manager to determine resource and budgetary needs

• Create and/or manage creation of release plans, hypercare support plans, transition to support plans

• Work with team to complete change requests and participate in the Change Advisory Board reviews and release meetings

• Facilitate special support projects

• Create and/or approve transition to support plans and work with necessary teams to execute the plan after successful project completion

• Perform root cause analysis and prepare communication, including impact and resolution plan

• Prepare weekly status reports on key measurements for support

• Other duties assigned as needed

EDUCATION AND EXPERIENCE:

• Education:

• Bachelor's Degree required

• Experience:

• 8+ years experience in IT, preferably in support management

• 5+ years management/supervisory experience

• Must be eligible to work in the US without sponsorship

SKILLS AND PHYSICAL DEMANDS:

• Skills:

• Thorough understanding of IT service management

• Experience with supporting software and hardware

• Conflict management

• Critical and creative thinking and root cause analysis

• Facilitation and communication skills, including ability to communicate according to audience in written or verbal form

• Ability to be flexible in an ambiguous environment

• Ability to work within resource and time constraints

• Ability to manage 100+ communications (Teams, Email) per day

• Ability to proficiently execute job responsibilities independently on numerous assignments of critical nature

• Excellent verbal and written communication skills

• Knowledge of productivity tools, including: MSOffice, ServiceNow, and Azure DevOps

• Typical Physical Demands:

• Requires prolonged sitting, some bending and stooping

• Occasional lifting up to 25 pounds

• Manual dexterity sufficient to operate a computer keyboard and calculator

• Requires normal range of hearing and vision

Job Function(s): Information Technology

Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes:

• Gemini Motor Transport, one of the industry's safest trucking fleets

• Speedco, the light mechanical and trucking service specialists

• Musket, a rapidly growing, Houston-based commodities supplier and trader

• Trillium, a Houston-based alternative fuels expert

EOE-Protected Veterans/Disability