Supervisor, Service Desk

Redmond, WA

Nintendo of America Inc.

The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold billions of video games and hundreds of millions of hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™, and Wii U™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Americas. For more information about Nintendo, please visit the company’s website at http://www.nintendo.com.

Nintendo is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home. We do all of this with kindness, empathy and respect for each other.

DESCRIPTION OF DUTIES

Working inside of an operational IT Service Desk team, responsible for handling tickets generated from support teams and users, providing escalation options as needed, coordinating communications between groups, following defined processes regarding incident management, Request Fulfillment, Knowledge management. Performs advanced troubleshooting and ensures the best resources are brought together as quickly as possible when supporting end user related issues. Works closely with the Service Desk Manager to manage priorities, personnel, and scheduling.
Supervises a team of Desktop Administrators, providing professional development, project guidance, prioritization, task management, as well as building an effective and diverse team
Ensures interactions with customers are positive, productive, documented, and resolved in a timely manner
Recommends revisions to existing policies, procedures, and process to make them more effective. Drafts new policies and procedures for consideration by management to improve on efficiencies.
Coordinates and manages team scheduling, ticket queues and prioritization of work.
Evaluates employee performance and identifies and supports career development and training needs.
Performs, develops, and follows operational best practices.
Provides clear directives to the team and makes effective decisions
Delegates work assignments, sets priorities and time management for staff.
Develops standard processes and procedures for troubleshooting, escalations, and problem management
Identifies areas for improvement within the environment and recommends plans to implement enhancements.
Researches hardware specifications and procurement; participates in evaluating new technologies and products
Partners with and coordinates projects across multiple departments and coordinates with other technology teams in supporting end user computing, within IT and the company.

SUMMARY OF REQUIREMENTS

Minimum of 3 years of related experience required.
Progressively developing expertise, applying policies and procedures to resolve a variety of issues
Experience working on problems of wide scope where analysis of situations or data requires a review of a variety of factors
Understands Advanced system administration and enterprise tools, troubleshooting, configuration, ITIL best practices for Service Management Operations, and ACD phone systems.
Requires a good understanding of technology principles and operating methods
Strong analytical, problem solving and debugging skills and displays a high sense of urgency to resolve issues quickly and efficiently. Ability to implement preventative and corrective solutions using the right tools
Computer Science, Computer Engineering, Electrical Engineering, Information Technology, Information Systems, Industrial Engineering, or related field; or equivalent combination of education and experience.