SCS Technician II, Technology Support

UOH UPS Inc (Ohio); Shepherdsville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

UPS seeks a results-driven IT Service Delivery Lead to optimize customer experience across information technology services, support, and project deployments. The role focuses on cost control, staffing, inventory, and compliance while guiding teams to meet KPIs and SLAs.

You will engage with customers face-to-face, leverage technology to initiate and track initiatives 24x7, and work with internal partners and vendors to deliver reliable, secure infrastructure.

Qualifications

• Must be a U.S. citizen or eligible to work in the U.S.
• Experience handling high-volume IT support tickets.
• Knowledge of IT service delivery and project deployments.

Responsibilities

• Oversees delivery of IT services, support, and project deployments.
• Manages cost, staffing, equipment inventory, and system compliance.
• Collaborates with cross-functional teams and vendor partners.
• Provides training and tracks performance against KPIs and SLAs.

Skills

Communication skills

Ticket management

Customer service mindset

Job description

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Ensures the successful execution and implementation of customized solutions and organizational initiatives by leveraging advanced root cause analysis, reporting, key performance indicators (KPIs), service level agreements (SLAs), internal cross-functional teams, and partner vendor relationships. Leads, manages, and coordinates the delivery of an exceptional customer experience for all information technology services, support, and project deployments. Responsible for the daily management of cost, staffing, equipment inventory, system compliance, safety, and security of organizational resources (hardware, software, automation, and network infrastructure). Provides technical training and development to departmental resources and customers. Actively plans, monitors, and adjusts expenses to meet and exceed financial expectations and organizational metrics. Applies approved principles for evaluating and setting goals and measures to deliver results. Establishes and maintains professional working relationships with customers through face-to-face engagement, collaboration, and consultative interactions. Utilizes technology to effectively initiate, deploy, and track projects and support services 24x7.

NICE TO HAVES

• Net+ Cert
• A+ Cert
• Communication/Organizations Skills
• Previous experience managing high volume number of support tickets. Performs technical, analytical, or maintenance work. Typically, knowledge is gained through a combination of formal education in a vocational or technical degree program and on-the-job training.
• Requires working knowledge and skills to perform a defined set of analytical, scientific, or operational processes. Applies experience and skills to complete assigned work within own area of expertise. Works within standard operating procedures and/or scientific methods. Works with a moderate degree of supervision.

FOR INTERNALS

Pay Grade: A13

Currently the schedule Sun-Thurs 2pm-10:30pm Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.