Service Desk Supervisor

FORTÉ•Minneapolis, MN

21d

About The Position

The Service Desk Supervisor plays a pivotal role within FORTÉ by serving as the Managed Services operational leader responsible for customer support, resource allocation and management of the service component for several FORTÉ Business Units. This position will also act as a liaison between the business unit operations team, tiered support subject matter experts, and the central service desk. This role will support the Managed Services organization as a whole, but the core focus of the position will be around Tier 1 and Tier 2 support for leadership of the Central support team. We are seeking a proactive and detail-oriented Service Desk Supervisor to join our Managed Services Team. This position will take a key leadership role in developing common tracking and reporting tools and processes to measure performance based on Key Performance Indicators (KPI’s) for our Service business. This role will work cross functionally with other teams to ensure we have a relevant services portfolio, and priorities that will improve our value proposition against our competition.

Requirements

Ability to create and develop collateral and service presentations, business correspondence, and reporting procedure manuals
Ability to work collaboratively with colleagues and staff to create winning strategies
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
Proficient in ITSM/ITIL definitions, operations and methodologies
Ability to solve business and organizational problems and deal with a variety of variables
Strong service development, service management and honed skills in building working relationships with cross functional teams
Experience with communicating effectively with different customer levels up to, and including, C-level executives

Nice To Haves

Technical experience in Audio-Visual, Unified Communications, Digital Signage, IT systems infrastructure, call control, firewall traversal, network architecture, network management, firewalls and IT security is preferred

Responsibilities

Oversee a team of Service Delivery Coordinators
Track regular reporting activities for incident queue health (aging, delinquent, non-updated), open/closed incident volume, room/system uptime, health checks, and any other quality concerns as it relates to the optimum health of our customers’ audiovisual estate
Report and address any major outages or escalations as a lead
Manage service workload of coordinators and general staffing needs to ensure proper technical skills and development of the staff meets the required need to support the customer
Perform annual performance reviews for all direct reports; input and guidance are provided to the performance review process for all service technicians that provide service but do not fall under direct supervision
Provide service metrics and service trend analysis with collaboration from Account Managers, Program Managers, and other Support Personnel
Conduct Monthly and/or Quarterly Business Reviews (MBR/QBR) with the Account team and the customer. The reviews are led in a strategic fashion to incorporate service results, processes, and initiatives

Benefits

Healthcare, vision & dental coverage to keep you and your family well
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
Employer-paid life and disability insurance for added peace of mind
401(k) with company match to invest in your future
Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
Tuition reimbursement and ongoing learning opportunities to support your growth
Employer-paid employee assistance program to care for your physical, mental, and financial health
Paid time off that helps you truly disconnect

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