HR Service Desk Supervisor

Overview

As the HR Service Desk Supervisor, you will be responsible for overseeing the day-to-day operations of the HR service desk, ensuring high-quality and efficient support to employees regarding HR-related inquiries and concerns. You will lead a team of service desk agents, providing guidance, training, and support to ensure excellent customer service delivery.

What You'll Do

• Supervise and lead a team of HR Service Desk agents, providing guidance, coaching, and performance feedback to ensure excellent customer service and technical support.

• Monitor the daily activities of the Service Desk, including ticket queue management, workload balancing, and prioritization of support requests.

• Serve as the escalation point for complex or sensitive employee matters, providing guidance and support to service desk agents as needed.

• Develop and maintain service desk procedures, workflows, and a knowledge base to optimize service delivery efficiency and quality.

• Collaborate with HR, IT, Legal, business partners and other stakeholders to identify trends, address common issues, and implement process improvements to enhance operational efficiency and employee experience.

• Monitor service desk performance metrics and generate reports to track key performance indicators (KPIs) and identify areas for improvement.

• Foster a positive and collaborative team environment, promoting team engagement and professional development.

• Stay informed about HR policies, procedures, and regulations to ensure accurate and up-to-date information is provided to employees.

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What You'll Bring to the Table

• Bachelor's degree in human resources, Business Administration, or a related field preferred.

• Proven experience (3 years) in a similar role, preferably in a fast-paced HR service environment.

• Strong leadership and interpersonal skills, with the ability to effectively lead and motivate a team.

• Excellent communication skills, both verbal and written, with the ability to communicate complex information clearly and concisely to immediate team, leadership, and key stakeholders.

• Customer-focused mindset with a commitment to providing exceptional service to employees.

• Ability to handle confidential information with discretion and professionalism.

• Strong organizational and problem-solving skills with the ability to think critically and analytically.

• Proficiency in HRIS systems and service desk software preferred.

• HR certification (e.g., PHR, SHRM-CP) is a plus.

Crocs is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.

Title: HR Service Desk Supervisor

Salary or Pay Range: $65,000 - $80,000

Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.

Nearest Major Market: Denver