The IT Service Desk Supervisor is responsible for employee leadership and operational efficiency. The supervisor will oversee day to day operational management of IT analysts , with a focus on contractual SLA/SLO attainment while ensuring that direct reports adhere to attendance, conduct, and performance guidelines.
Duties and Responsibilities:
Review contact center system data to ensure SLO/SLA's are maintained.
Monitor productivity of customer service agents/analysts.
Provide support to analysts for user escalation requests.
Answer questions and recommend corrective services to address customer complaints.
Study and standardize procedures to improve efficiency of team.
Analyze Quality Assurance data and create issue resolution.
Set employees strategic direction, goals, and development.
Conduct monthly one-on-one’s.
Conduct mid-year and annual performance reviews.
Provide daily coaching to direct reports to increase performance.
Interview new hire candidates.
Establish and schedule new hire training.
Participate in salary review and assist with financial decisions impacting the team.
Stay abreast of industry standards and trends.
May lead and/or provide work direction to other employees that do not directly report to you.
May provide input to performance evaluations and development plans for non-direct reports
May provide input on financial decisions regarding the use of vendors, or technologies employed within the support organization.
Will provide assistance to management with financial decisions regarding, contractor/temporary employee expense, indirect staffing related expenditures and salary administration.
Delivers recognition awards to team members.
Assists with Workforce Management and Agent Schedules.
Provides real time analyst attendance and schedule adherence feedback.
Ensure all steps of disciplinary action, including terminations and performance improvement plans.
Work closely with branch to recruit and retain quality agents.
Minimum Education Required: Bachelors Degree or equivalent
Minimum Years Experience Required: 1-3 years experience in a Contact Center/Call Center /IT Service Desk environment
Requires supervisory or management experience in a staffing or IT Service Desk
Strong focus on process, metrics, and meeting objectives while managing expenses
Ability to be proactive and anticipate needs within each area listed above
Ability to multitask and problem solve
Have extensive and superior customer service skills
Strong Communication and Interpersonal skills
Strong Team Leadership and Motivational skills
Knowledge of Work Force Management, Quality Assurance, and Service Desk Technologies strongly encouraged.