At Lakeshore, we create innovative learning materials and world-class guest experiences for teachers, parents and children. Since 1954, we’ve grown into a global community—with a thriving e-commerce business, multiple catalogs, 60+ retail stores, a peerless national sales force, plus international offices that support our preeminent supply chain division. But today we’re working better, smarter and faster than ever—and setting our sights even higher. We’re building an infrastructure designed for scalability, embracing data-driven decision-making and using technology to improve efficiency and ensure the best tools for the best work. Most importantly, we continue to invest in a diverse team of inquisitive top talent who fuel each other’s passions and curiosity, take risks, try new things, and believe that every new day brings opportunities for growth.

We are currently searching for an experienced Service Desk Technician to join our growing IT Service Desk Team as a Supervisor. In this role, you will supervise the day-to-day operations of the Level I and II Service Desk staff. The ideal candidate will be able to identify, research and resolve complex technical problems. The IT Service Desk Supervisor will be responsible for creating and managing escalation procedures and ensuring service levels are maintained. The Supervisor is accountable for meeting the operational and service goals of the department. In addition, the Supervisor will help define the processes, procedures and systems to support and sustain long-term growth while promoting best-in-class service.

A day at Lakeshore looks like this:

• Providing hands-on support to over 1,300 users during and after business hours
• Supervising and training service desk technicians
• Managing ticket-tracking software (e.g., Zendesk, Freshservice, ServiceNow) and providing period reports to management
• Researching and collaborating to resolve issues associated with software applications 
• Keeping up to date on service requests, ensuring service requests are prioritized and assigned appropriately, and being responsible for efficient first-time resolution of issues 
• Developing a staff skill matrix, providing recommendations for staff improvement or promotion and developing internal processes and/or procedures to support optimal delivery of services
• Monitoring team performance and efficiency, as well as scheduling staff to ensure optimal availability of service desk resources at any given time
• Ensuring the highest levels of customer service in a collaborative environment
• Maintaining a balanced focus on security and efficiency, while keeping company values at the forefront of all decisions
• Seeking to identify common issues, working within the business to eliminate future occurrences and proactively educating teams/customers with helpful hints or business-based best practices

Got the skills and experience? Here’s what we’re looking for:

• 5+ years of computer support experience; previous desktop support experience a plus
• Solid grasp of troubleshooting Windows, Mac, iPhone and Android technologies
• Working knowledge of Office 365 and Microsoft Teams
• Knowledge of end-user desktops/laptops, computer hardware, software, printers, phones, cell phones and peripherals
• Excellent problem-solving skills with the ability to think on your feet, work independently, make decisions and take appropriate actions
• Skilled at managing and motivating a team of individuals with differing skill levels to enable them to achieve performance goals and quality standards
• Ability to effectively present information in one-on-one and small-group situations to customers, clients and other employees of the organization
• Excellent verbal and written communication skills
• Strong organizational skills and a sense of urgency
• A demonstrated positive attitude and approachability is expected
• Showing flexibility and a willingness to learn
• Ability to work in a fast-paced environment while paying close attention to details
• Excellent customer service skills
• The ability to work on-site at our Carson, CA, headquarters

And here’s our end of the bargain! 

• Competitive compensation based on skills and experience, plus a bonus plan
• Excellent medical/dental and vision coverage—EPO, PPO and HSA
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• On-site preschool for our employees’ children
• On-site employee gym for all levels/fitness needs
• Generous employee discount on products that make you smarter
• Casual dress…and we really mean it

At Lakeshore, we know our diversity makes us stronger, and when everyone feels included and valued, we all win. We strive to embrace our differences and create an intentionally diverse and inclusive community that is representative of the teachers, families and children we serve.

We know we couldn’t do the extraordinary things we’re doing without the people on our team. Thanks to the passion and enthusiasm of this spectacular group, Lakeshore is more than a great place to work—it’s a great experience to be part of. Day in and day out, we give everything we’ve got to create products that instill a sense of wonder and foster a true love of learning. To help maintain this high bar for success, we’re constantly on the lookout for people to join us. So if you’re a down-to-earth professional who shares our desire for making a difference, we’d love to hear from you. 
 
To learn more about Lakeshore, visit www.lakeshorelearning.com/careers 
 
Equal Employment Opportunity Policy
People are selected to become members of the Lakeshore family based on skill, merit and mind-boggling talent—not based on race, color, creed, sexual orientation, gender or gender identity, marital status, domestic partnership status, military status, religion, age, national origin, ancestry, alienage, AIDS or AIDS-related complex status, genetic information, predisposition or carrier status, status as a victim of domestic violence, physical or mental disability, or any other characteristic protected by applicable law. If things aren’t equal, we all lose.

To learn about how we collect and use Applicant information, please visit our Employee/Applicant Privacy Policy. INDRLL2