Service Desk Supervisor at None

Why Work for Park Lawn Corporation?

Service

• At every level, our dedicated team members display a strong work ethic and commitment to our core values, respect for the family, the profession, and the individual.
• Work with leading experts in the funeral and cemetery profession.

Benefits

• Financial assistant programs encouraging employees through education and development in industry related subjects.
• Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate life’s challenges.
• Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.
• Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.
• Employee Discounts on services, merchandise, and property to help our team members in their time of need.

Culture

• We value honesty, courage, integrity, ethical behavior and the development of personal growth.
• We are rooted in the communities to provide a personal touch to every family we serve.
• We believe in the value of funeral and cemetery service, drawing on decades of experience to create the best experience for our families.

Summary/Objective

This role is responsible for leading the day-to-day operations of Park Lawn Corporation’s IT Support Center, providing first and second-level support for internal users across corporate offices and field locations. This role oversees support agents, monitors service performance, and ensures timely and effective incident and request resolution. The Supervisor works closely with the Service Delivery Manager to enforce service level objectives, manage escalations, and coordinate with other IT teams to ensure high-quality service delivery across the organization.

Essential Functions

• Supervises daily operations of the IT Support Center, including scheduling, workload management, and resource allocation.
• Provides guidance, coaching, and performance feedback to support center agents.
• Ensures adherence to ticketing procedures, escalation paths, and resolution timeframes based on established SLOs.
• Assists with onboarding and training of new support team members and end-users.
• Monitors ticket queues and ensure proper categorization, prioritization, and closure of incidents and service requests.
• Supports proprietary software (e.g., FaCTS) and standard enterprise applications (e.g., Microsoft 365, Teams, printers).
• Serves as a point of escalation for unresolved or high-impact issues.
• Tracks and reports on help desk performance metrics such as ticket volume, first-call resolution, and response times.
• Identifies recurring issues and recommend improvements to documentation, training, or system processes.
• Collaborates with the Help Desk Manager and other IT teams to improve service outcomes and end-user experience.
• Performs other duties, as assigned.

Competencies

• Detail Orientation.
• Communication Proficiency.
• Teamwork Orientation.
• Customer Service Orientation.
• Time Management.

Required Education, Experience, Certifications and Licensure

• Associate’s or Bachelor’s degree in Information Technology or related field preferred.
• 3+ years of experience in IT support roles with 1+ years in a team lead or supervisory capacity.
• Experience managing IT support operations in a multi-site or geographically distributed organization.
• Valid state issued driver’s license in good standing and acceptable driving record required.

Preferred Education, Experience, Certifications and Licensure

• Experience supporting proprietary systems.
• Experience with Zoho ticketing system.
• ITIL Foundation certification or equivalent.
• Experience in funeral services, healthcare, or similarly distributed service-based industries.

Additional Eligibility Qualifications

• Ability to read, write and speak English fluently. Bilingual is a plus.
• Effective and professional communication skills, with an emphasis on verbal skills.
• Strong leadership and team development skills with a customer-first mindset.
• Excellent problem-solving and communication skills, with experience managing incident escalations.
• Ability to analyze metrics and drive process improvements in service delivery.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Ability to prioritize tasks in a fast-paced environment and manage incident escalations.
• Customer service-oriented mindset and ability to build strong working relationships with end users. Proficiency in troubleshooting desktop, application, and network-related issues.
• Experience with help desk ticketing platforms (e.g., ServiceNow, Freshservice).
• Proficiency with ITSM tools and other service management frameworks (e.g., ITIL).
• Working knowledge of Microsoft 365, Windows OS, endpoint management, and remote support tools.

Supervisory Responsibility

This position has direct supervisory responsibilities.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The duties associated with this position are generally performed in an indoor office setting. 
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Access and PowerPoint) required.
• Equipment used to perform the essential function of this position includes, but is not limited to computer, fax, copier, merchant terminal, multi-line phone system, personal or Company owned vehicle.
• Employees in this role are regularly required to climb, sit, stand, bend, kneel, and frequently lift to 25 pounds. 
• Employee may be required to drive a vehicle while on Company business, maintain a good driving record and be insurable under Company vehicle insurance. 
• This position may also require reaching, pushing, and pulling. 
• This position may also be exposed to chemicals and/ or blood borne pathogens.  Exposure risk is considered:  _ √__ Low _____ Moderate _____ High

Travel

• This position may require up to 10 percent out of area and overnight travel.
• Travel is primarily local occurring during the business day only.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.