Service Desk Supervisor

Republic Services

About The Position

This position is responsible for supervising the Service Desk agents. The Service Desk Supervisor uses strong supervisory skills, customer service skills, and technical abilities in managing the Service Desk agent’s day-to-day responsibilities to ensure their compliance with the department’s Standard Operating Procedures (SOP). The Service Desk Supervisor helps drive continuous service improvement (CSI) within the department by conducting monthly performance reviews in addition to on-demand coaching sessions with the Service Desk agents, reviewing work performed by the Service Desk agents, and working alongside department management to identify support trends in the environment.

Requirements

Certification from HDI, AXELOS (ITIL), or similar accredited organization.
Demonstrated ability to develop and train direct reports.
Proven ability to work in a collaborative and inclusive environment.
Experience in conflict management and effectively managing tense situations as they arise.
4 years of end user support experience in a decentralized environment.

Responsibilities

Administer Quality Assurance measures (call monitoring, quality checking records) and provide feedback and coaching to Service Desk agents
Supervise Service Desk agents to ensure that department SLAs are met or exceeded
Ensure Service Desk agents are using support downtime productively, working on improving their knowledge of the customer environment or technical skill level
Review reports to identify trends and training opportunities for Service Desk agents
Ensure that Service Desk agents receive the appropriate training in order to properly resolve incidents and fulfill service requests
Ensure that Service Desk agents receive their statistical performance results each month
Assist Service Desk agents in troubleshooting complex support requests
Share critical information with colleagues and ensure that procedural information is current and accurate
Hold Service Desk agents accountable to all documented processes and procedures
Actively coach Service Desk agents when they do not follow documented processes or procedures
Perform other position-related duties as assigned or apparent.

Benefits

Comprehensive medical benefits coverage, dental plans and vision coverage.
Health care and dependent care spending accounts.
Short- and long-term disability.
Life insurance and accidental death & dismemberment insurance.
Employee and Family Assistance Program (EAP).
Employee discount programs.
Retirement plan with a generous company match.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO)
Benefits https://jobs.republicservices.com/us/en/about-us/benefits
Washington PTO: https://www.republicservices.com/sites/default/files/legacy_documents/Washington-PTO-Table.pdf