Supv IT Service Delivery 2 **Location** North Carolina **City** Greensboro **Role Type** Permanent **WHO WE ARE** ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity. ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table. We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success. **What You Will Do** - JOB SUMMARY The Supervisor IT Service Delivery II is responsible for the day-to-day supervision of Service Desk analysts and the consistent delivery of IT support services in accordance with established processes, standards, and service level expectations. This role is accountable for team performance, service quality, and operational execution, while reporting to an IT Manager and working closely with local and global IT stakeholders. The role focuses on the operational support of End User Computing (EUC) and digital workplace services, including desktops, laptops, mobile devices, and collaboration tools. The Supervisor ensures incidents, requests, and user issues are handled efficiently, securely, and with a strong focus on user experience, operational stability, and process adherence. - WHAT YOU WILL DO Service Desk & Operational Management Supervise the day-to-day activities of Service Desk analysts, ensuring timely and effective handling of incidents, service requests, and user inquiries. Monitor ticket queues, workload distribution, and service levels to ensure SLA and operational targets are met. Act as an escalation point for complex or high-impact user issues, coordinating resolution with EUC, infrastructure, application, and security teams. Ensure consistent execution of incident, request, problem, and change management processes in alignment with ITIL practices. Enforce adherence to approved workflows, standard operating procedures, and service desk standards. People Leadership & Performance Management Provide direct supervision, coaching, and guidance to Service Desk analysts to support performance, skill development, and service quality. Conduct regular performance check-ins, feedback sessions, and contribute to formal performance reviews in accordance with HR processes. Support onboarding, training, and ongoing development of analysts to ensure appropriate technical and customer service capabilities. Manage schedules, shift coverage, and resource availability to maintain consistent service delivery. Promote a collaborative, accountable, and customer-focused team culture. End User Computing & Digital Workplace Support Oversee the operational support of EUC services, including desktops, laptops, mobile devices, peripherals, and collaboration platforms. Ensure analysts follow defined hardware standards, security requirements, and access controls when supporting end-user devices. Support EUC asset and lifecycle activities by ensuring accurate inventory updates, proper device handling, and adherence to refresh and replacement processes. Coordinate execution of approved endpoint activities such as operating system updates, hardware refresh support, and security remediation tasks. Reporting, Metrics & Continuous Improvement Track and review service desk performance metrics, including ticket volumes, resolution times, backlog, and customer satisfaction. Prepare and provide regular operational reports to management, highlighting trends, risks, and improvement opportunities. Identify recurring issues and process gaps, and recommend improvements to enhance efficiency and service quality. Support continuous improvement initiatives by reinforcing best practices, knowledge usage, and process discipline within the team. Financial & Vendor Support Provide operational input into EUC cost tracking, including break/fix activity and vendor usage, for management review. Ensure analysts follow established vendor engagement and support processes. Escalate cost variances, service issues, or operational risks to management as appropriate. **Qualifications** - REQUIRED MINIMUM QUALIFICATIONS: + Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience. + Experience supervising or leading Service Desk or IT support teams. + Strong understanding of IT service management concepts, including ITIL-based incident and request management. + Experience supporting end-user devices and digital workplace technologies. + Proven ability to manage daily operations, prioritize work, and meet service level commitments. - PREFERRED QUALIFICATIONS: + ITIL Foundation certification or equivalent experience. + Experience supporting enterprise endpoint environments and collaboration platforms. + Familiarity with ITSM tools (e.g., ServiceNow or similar). + Prior experience in a multi-site or global support environment. Key Competencies + Frontline people leadership and coaching + Operational execution and attention to detail + Customer service orientation + Clear written and verbal communication + Problem-solving and escalation management + Ability to work within established frameworks and processes + Collaboration with cross-functional IT teams Education & Certification + Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent practical experience. + ITIL Foundation certification or equivalent IT service management experience preferred. + Service Desk–related certifications (e.g., HDI Support Center Supervisor, CompTIA A+, Microsoft 365 Fundamentals) preferred. **Work Environment and Physical Demand** **What We Offer** • Competitive benefits package that includes medical/dental/vision/life insurance/disability plans • Dollar for dollar 401k match up to 6% and 5% annual company contribution • 15 Company-paid holidays • Generous paid time off • Employee recognition and discount programs • Education assistance • Employee referral bonus program • Hybrid workplace – remote / in office • Summer hours • Casual dress policy Monday through Friday **Applicant Information** This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated. **ITG Brands and ITG Cigars provides equal employment opportunities.** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at TalentAcquisition@itgbrands.com . **SHARE THIS JOB** The posting for the position for which you are applying highlights key aspects of the position only. It is not a complete description of the position. All candidates must consent to an independent investigation of their background, references, past employment, education, criminal record, and drug screening. Results of such background checks will be reviewed on a case-by-case basis, giving consideration to the nature of the information reported and its relevance to the specific job being sought before a decision is made using this information. ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us atTalentAcquisition@itgbrands.com (Talen%74Acquisition%40%69t%67b%72ands.%63om) . 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