Service Desk Supervisor
About The Position
Konica Minolta is hiring a GCS Service Desk Supervisor supporting clients throughout the United States and Canada. Reporting to the Global Client Services (GCS) organization, the supervisor leads a team of Service Desk professionals and ensures exceptional customer service and operational excellence. The role oversees daily operations, workforce management, service quality, performance metrics, customer satisfaction, and employee development, while fostering accountability, collaboration, continuous improvement, and customer-focused service delivery. The position requires a suitable, dedicated remote work environment. Occasional travel may be required. This posting reflects an existing vacancy that Konica Minolta is actively recruiting for.
Requirements
- High school diploma or equivalent required.
- At least five years of experience in customer service, Service Desk operations, technical support, or a related field.
- Experience supporting customer-facing service organizations.
- Experience managing service levels, operational metrics, workforce management, or quality programs.
- Strong leadership, coaching, and employee development skills.
- Excellent verbal and written communication abilities.
- Strong customer service, relationship management, conflict resolution, and problem-solving skills.
- Ability to lead and motivate teams in a fast-paced operational environment.
- Knowledge of Service Desk operations, service management principles, and customer support best practices.
- Ability to analyze operational metrics, identify trends, and make data-driven decisions.
- Strong organizational, analytical, and critical-thinking skills.
- Ability to collaborate effectively across departments and organizational levels.
- Working knowledge of ServiceNow, CXOne, SAP, Microsoft Office, and related business systems.
- Ability to manage multiple priorities while maintaining focus on customer and business outcomes.
- Ability to sit and work at a computer workstation for extended periods.
- Ability to perform work requiring close vision, peripheral vision, depth perception, and the ability to adjust focus.
- Must have a suitable, dedicated remote work environment.
Nice To Haves
- Associate's or bachelor's degree.
- One to two years of leadership, team lead, coaching, mentoring, or supervisory experience.
- Experience with managed print services, multifunction devices, service delivery operations, or related technologies.
- Understanding of Konica Minolta products, solutions, service delivery processes, and support operations.
Responsibilities
- Lead, coach, and develop Service Desk agents to achieve operational and customer service objectives.
- Set performance expectations and provide ongoing coaching, feedback, and career development opportunities.
- Conduct performance reviews and development discussions, and carry out corrective action activities as needed.
- Support succession planning and employee growth through mentoring and skill development.
- Foster a positive, collaborative, customer-focused team environment.
- Support onboarding, training, and knowledge transfer for new team members.
- Oversee daily Service Desk operations and ensure service levels, productivity targets, and customer commitments are achieved.
- Monitor operational performance, queue health, workload distribution, and staffing requirements.
- Manage workforce scheduling and resource allocation to support customer demand and business objectives.
- Act as an escalation point for complex customer issues and ensure timely resolution of incidents, requests, and service concerns.
- Identify operational risks and implement solutions to improve service delivery, efficiency, and customer experience.
- Review customer interactions, case documentation, and support activities for adherence to company standards.
- Monitor compliance with procedures, service commitments, and operational requirements.
- Analyze performance trends and develop action plans to improve quality, consistency, and customer satisfaction.
- Support audits, operational reviews, and continuous improvement initiatives.
- Assist with implementation of new technologies, processes, programs, and organizational initiatives.
- Complete required Konica Minolta certifications within established timeframes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
