Title: Service Desk Supervisor

Position Type: Full-Time

Location: Austin, TX

FLSA: Salary/Non-Exempt

Department: Technical Operations

Reports to: Technical Operations Manager

SUMMARY:

Responsible for supervising members of the Technical Operations Team with regards to providing excellent customer service while fostering employee growth and development. A successful candidate for the position is someone who demonstrates strong organizational leadership and has a passion for helping others. You’ll cultivate teamwork with a positive attitude as well as adopt and represent our core values of People First, Do The Right Thing, Get It Done Right and Own It.

The Service Desk Supervisor is responsible for managing the Service Desk Technicians day-to-day duties while supporting the Technical Operations Manager regarding supervisory duties. This position is a working Supervisor and handles responding to and assisting clients with resolving common technical issues while meeting customer service and response time (SLA) objectives. This position has strong technical knowledge via training, certifications, and/or industry experience generally resulting in the ability to engage in more advanced & complex solutions and serve as an escalation point for direct reports.

JOB DUTIES, FUNCTIONS AND COMPENTENCIES:

The Service Desk Supervisor will support Technical Operations Service Desk Team and clients. This would include knowledge and skills in some the following areas:

People Accountability –

• Communicate with Technical Operations Manager to

• Drive continuous communication regarding proper processes with clients and supporting departments.

• Work closely with Technical Team Supervisor for day-to-day activities that impact both teams’ operations via tickets, escalations, and processes.

• Regularly perform risk assessments to stay ahead of client satisfaction issues from phone calls or tickets worked by Service Desk members to communicate to the Technical Operations Manager and the Strategic Operations Team.

• Help develop and maintain processes and reporting metrics to ensure effective and efficient resolution of client issues.

• Co-Manage Service Desk related service boards to ensure proper triage of tickets and maintain key metrics.

• Co-Manage individuals by: Helping create personal development plans collaboratively with each team member and Technical Operations Manager; Coach and mentor team members by reviewing individual KPI and personal development plan performance; Review and approve time sheets; and conduct individual meetings with each direct report monthly.

• Participate in recruiting activities for new hires required in the Technical Operations Service Desk Team.

• Track and maintain individual and team Service Level Agreements to ensure 80% or higher

• Be accountable for Key Performance Indicators of individual employees as well as overall for the team, such as but not limited to:

  • Adherence – 98% or higher

  • Utilization – 80% or higher

  • Client Satisfaction – 95% or higher

  • Employee Satisfaction – 80% or higher

  • Phone Metrics – Abandon, Average Handle Time, Total Incoming Calls, etc.

  • Tickets over 3 and 5 days no update

  • Tickets over 4 hours’ time applied

  • Tickets over 3 business days old

Technical Accountabilities –

• Communicate well with clients as required: keep them informed of incident progress; notify them of impending changes or agreed outages; document all results.

• Assist with onsite client support as necessary.

• Build and maintain a positive trusting relationship with team and clients.

• Participate in the on-call rotation for after-hours support as necessary.

• Works with customers to troubleshoot technical computer issues and fully documents actions and results.

• Configures new equipment, systems, and software for customers.

• Updates technical documentation detailing the customer’s computer environment and configurations.

• Performs routine maintenance tasks on PCs and servers.

• Participates in team meetings by reporting the status of action items and helping to identify and resolve service delivery and customer issues.

• Active Directory (user creation, deactivation, and Group Policy)

• Client regulation and auditing

• Serve as a working technician where the needs of the team is:

  • Documenting the network infrastructure

  • Documenting Client information

  • Process improvement

  • Taking and receiving calls to and from Clients, Vendors, or team members

  • Working tickets from the assigned Service Boards as needed

  • Communicating changes, updates, and new processes to the team

    • Via meetings, huddles, emails, 1:1 etc

• Achieve 90-95% customer satisfaction ratings on resolved tickets

• Consistently have at least 60% utilization percentage

• Enter time on the same day 99% of the time, with comprehensive notes

• Service-level agreement guidelines are met 80% of the time

• Satisfactory results from team peer reviews

Work closely with co-workers to ensure development, optimization, and implementation of strong solutions:

• Research emerging technologies and recommended use.

• Collaborate with co-workers to resolve any problems/situations that may arise.

• Document all work completely and accurately, including solution recommendations and resulting process and procedure documentation in all appropriate applications.

• Communicate to both internal and external clients with the highest level of customer service, proactive status, and in a timely and accurate manner.

• Ensure Service Desk Team is following proper processes with communication to expected escalation points in a timely manner.

• Recommend changes that are needed to method, process, hardware/software, applications, reporting, technologies, and integrations to provide a better working environment for end-user.

Responsible for personal and professional development to ensure continued growth, development, and ability to assist with leading the company and co-workers in the future with the development of technology and business trends:

• Keep current with emerging technologies and best practices and how they fit in with the company and its clients.

• Identify trends in the industry and assists in evaluating the impact of those trends on the organization.

• Maintain or improve business proficiency and leadership development via courses, exams, etc.

• Actively seek and apply new knowledge and skills.

Assist in any other projects or tasks assigned by Technical Operations Manager.

Conform with and abide by all regulations, policies, work procedures and instructions.

Communicate with co-workers, management, clients, and others in a positive, courteous, and professional manner.

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS:

• Job Qualifications:

  • Minimum of 3 years of Supervisory Role or relevant experience.

  • Experience with maintaining Service Desk Metrics

  • Knowledge of IT support processes and procedures.

  • Excellent leadership capabilities including problem solving, delegating appropriately, conflict resolution and motivating others.

  • Experience with tracking KPI’s and SLA’s

  • Excellent prioritization, organization, and time management skills.

  • Ability to show empathy and effectively coach employees to perform their best.

  • Possess a genuine desire to help others and cultivate teamwork across the organization.

  • Take ownership of all tasks and commit to high quality results.

  • A track record of self-improvement and continuous learning.

  • Ability to seamlessly adapt to changes quickly and efficiently

  • Being an effective role model; Inspiring and motivating others; and delegating appropriately and empowering others.

  • Great sense of humor.

  • Communication skills telephone skills, active listening, and customer-care.

  • Typing, writing and presentation skills.

  • Ability to maintain the highest levels of performance when working remotely.

  • Ability to manage multiple projects/tasks simultaneously.

• Education:

  • Degree in Business or Information Systems or equivalent education/experience preferred.

• Experience Requirements:

• • 3+ years working in Supervisor or leadership role.

  • Service Desk KPI understanding and management.

PHYSICAL DEMANDS/MENTAL DEMANDS/SAFETY REQUIREMENTS/WORKING CONDITIONS:

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds.

Mental Demands: The mental demands are day-to-day communications with subordinates, peers, and reporting manager using effective, professional communication consistent with the culture. The Support Desk Supervisor position must have the mental ability to handle stressful situations and demands for 80% of their day.

Safety Requirements: Responsible to use appropriate procedures and techniques as required by the different projects and job duties.

Working Conditions: Work is primarily in an office setting, client setting or Work From Home.