Service Desk Supervisor

About the position

The Service Desk Supervisor position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are preferred, this role is primarily responsible for managing Service Desk staff operations.

Responsibilities

• Ensure Service Desk policy & procedures are well documented and adhered to on a daily and weekly basis.
• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.
• Provide daily, weekly, monthly performance metrics to leadership teams driving focus and improvements.
• Ensure the right EUS engineer is working on right tickets.
• Ensure response time objectives for ticket and call handling are met.
• Ensure scheduled appointments are being performed and followed up.
• Ensure team members are properly escalating tickets in a timely manner.
• Follow up on sub-standard CSAT surveys received from the clients, driving continuous improvement and updates to processes as needed.
• Conduct Quality Assurance for EUS Calls/Tickets.
• Lead the Service Desk function of a client service team comprised of EUS engineers daily.
• Manage support ticket triage, ensuring SLAs are met and exceeded.
• Directly assist with tickets during high volume.
• Oversee tickets and call metrics, identify patterns, and make improvements based on data and staff feedback.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Act as the point of contact for PM/Service Desk Manager concerns and escalate issues related to tickets appropriately.
• Identify and promote opportunities to improve our processes and service delivery.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.

Requirements

• Bachelor’s degree in information technology management/related degree or relative experience.
• 4+ years of progressive Service Desk/Service Desk management experience required.
• IT management and/or supervisory experience required.
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communications and customer relations skills.
• Excellent documentation management skills.
• Strong and diverse technical skills with a willingness to be hands on as needed.
• Proven ability to communicate with both end users and executives.
• Willingness to go 'above and beyond' to exceed customer expectations.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Exceptional analytical and problem-solving skills.
• Works well under stress, pressure, and deadlines.
• High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.

Nice-to-haves

• Certifications HDI or ITIL a plus.

Benefits

• Reasonable accommodations for qualified individuals with physical or mental disabilities.
• Preference to qualified Doyon Shareholders and other Alaska Native corporations in employment and training.
• Equal opportunity employer complying with non-discrimination obligations.