Service Desk Supervisor

Responsibilities

• Supervise the service desk team’s daily activities around ticket creation, escalation, and resolution.
• Serve as the first point of escalation for your team to address customer problems and drive towards a permanent resolution.
• Ensure all team members are following SOPs and receiving feedback and coaching to continuously improve customer interactions.
• Review team member Key Performance Indicators (KPIs) and other reporting to proactively identify trends that may need to be addressed.
• Complete weekly one on one's and team meetings to provide individual and group feedback on performance.
• Ensure the team has all necessary tools, access, and training for UDT and customer environments.
• In the event of a customer escalation, be the customers first level advocate, quickly identify and engage other UDT resources and leadership to assist.
• Communicate frequently and clearly with leadership to relay various situations. Customer impacts, employee concerns, needed process enhancements.
• Foster a culture of customer-first service, continuous improvement, and professional growth among team members following ITIL and ITSM best practices.
• Routinely review customer ticket history to identify chronic incidents and begin the process to utilize the resources available to provide a permanent resolution.
• Be a part of new customer onboarding to ensure customer needs fit into standard SOPs.
• Identify when standard SOPs may need to be modified to ensure customer success and engage leadership to ensure modifications can be accommodated.
• Prepare various reports that will assist in investigations of customer engagements or to identify sources of issues or concerns presented by customers.
• Supervise the team to achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.

Qualifications & Experience

• 5+ years of proven experience working in a NOC, Service Desk, or Engineering team.
• Working closely with customers or end users.
• 2+ years leading team members directly or indirectly.
• 3+ years with general Helpdesk/Service Desk tools: Remote Access applications RMM solutions.
• Working in and reporting from a ticketing system is a requirement. ConnectWise, MSPBots, and various monitoring system knowledge is a plus.
• Experience utilizing KPI reporting is a plus to identify trends that require department adjustments to address the trends and increase customer satisfaction.
• Proven ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment.
• Proficiency in Microsoft O365, Intune, SCCM, and other backend technologies supporting end users is required.
• Demonstrated ability to manage and resolve various technical issues, and to guide others in problem-solving.
• Customer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams.
• Strong communication skills and technical aptitude to enhance customer engagements.
• Excellent organizational, analytical, and decision-making skills.