The IT Service Desk Supervisor will lead a team of Technology Coordinators that provides first and second level support services to our internal customers, our employees. The Service Desk Supervisor will assist the Sr. Support Services Manager in setting strategy for the team and also providing day to day direction, coaching, and development of the team. This position will be responsible for overall performance and quality of the IT Service Desk.

Key Responsibilities:

• Assist Sr. Manager of Support Service in developing strategy, administering policy, setting direction for IT Service Desk Team.
• Collaborate with Sr. Manager of Support Service to develop KPIs and metrics and/or ticket status to ensure timely resolutions; establish the right KPIs and/or metrics as needed.
• Create appropriate hourly scheduling within the team to meet the demands of the call center and service level; including delegation of duties under SLA requirements.
• Administer best industry practices to continually drive the customer experience within the call center environment, including listening to score recorded service desk agent calls.
• Create a universal training guide or SOP (Standard Operations Procedures) and knowledge-base of articles to streamline training, troubleshooting and customer service process.
• Conduct scheduled team meetings to discuss status updates, current issues, and system methods and provide business updates.
• Provide technical training sessions with team members so that they can be equipped with necessary knowledge to assist the customer; Organize regular trainings to teach team member's new tips, techniques, new services in production, etc.
• Manage unforeseen incidents and/or situations with the team, including follow through to resolution; must mitigate problems and take preventative action when working with third party suppliers.
• Evaluate areas to improve team efficiency by ensuring call and ticket procedures are being followed; Collaborate with technical coordinators on team ticket status to ensure timely resolutions
• Act as a backup to the call center when needed, while managing calls in queue with the team to ensure adherence to the SLAs.
• Assist with ticket processing, escalated calls, Desk side and VIP support.

Requirements:

• Associates Degree or equivalent/applicable work experience.
• Minimum five years of experience working in a call center support environment
• Minimum two years of experience in a lead position both in technical capabilities and demonstrating coaching capabilities.