Remote Work: Hybrid
Overview:
At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.
The IT Supervisor is a member of the IT service management team and oversees Zebra's external service desk. They are responsible for managing and coordinating the relationship between Zebra and its external IT service desk provider. This role ensures that our third-party vendor delivers high-quality services, aligns with the company's IT strategy, and adheres to contractual obligations. The IT Supervisor will act as the primary point of contact for our service provider, monitor performance, handle escalations, and collaborate with internal teams to integrate external services seamlessly into the organization’s IT ecosystem. The IT Supervisor will also assist with on call coverage for our Major Incident team which would require one weekend a month of on-call coverage for Major Incidents. A strong understanding of ITIL and working knowledge of ServiceNow and ServiceNow reporting is beneficial.
Responsibilities:
- Develop and maintain a strong relationship with Zebra's external IT service desk provider.
- Monitor vendor performance against agreed SLAs and key performance indicators (KPIs)
- Conduct regular reviews and audits of vendor services to ensure compliance and identify areas for improvement
- Enhance metrics and reporting mechanisms to track service provider performance
- Analyze performance data and address any discrepancies or issues with external service provider
- Review and audit Incident records to ensure tickets are worked properly and contain the proper metadata and case notations.
- Prepare and present performance reports to senior management and peer IT groups.
- Act as the primary escalation point for any issues or concerns related to external service provider
- Coordinate with external provider to resolve operational problems promptly.
- Collaborate with other departments to align external service delivery with organizational needs and projects.
- Facilitate communication between internal stakeholders and external providers.
- Identify opportunities for cost savings and process efficiencies.
- Assist in the development of the IT strategy as it pertains to external service providers.
- Recommend strategic changes or enhancements to improve service quality and alignment with organizational goals.
- Identify trends and emerging technologies that could impact vendor relationships or service delivery.
- Works with external service provider to ensure we have a robust and current knowledgebase.
- On call coverage for major incidents – one weekend a month
Qualifications:
Minimum Qualifications:
- Bachelor's Degree or equivalent experience
- 5+ years of relevant experience required
- Service desk experience
- Supervising/leading/managing a service desk or other IT support functions
- Experience with Microsoft operating systems and Mac OS
- Remote connectivity tools experience
- Experience defining/measuring/attaining SLAs or KPIs
Preferred Qualifications:
- Experience with ServiceNow
- Ability to provide input to budget planning and maintenance
- Demonstrated ability to identify and implement process improvements
- Ability to frequently interact with team members and peer groups
- Demonstrates technical ability and day-to-day management skills
Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com .
The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf.
The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.
Salary: USD 92700.00 - USD 139100.00 Yearly
Salary offered will vary depending on your location, job-related skills, knowledge, and experience.
Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.
To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.