Service Desk Supervisor

The Service Desk Supervisor’s responsibility is to oversee the Service Desk resources and ensure that end users are receiving the appropriate assistance.  The Service Desk Supervisor will ensure the optimum operation of the Service Desk and Service Desk agents, including scheduling, performance reviews, monitoring of performance and reporting of KPIs as defined by the business and/or the client.

Strategy & Planning

• Support the establishment and enforcement of Service desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Service Desk Lead & Agent Performance Monitoring & Reporting

• Monitor agent communications (phone, e-mail, chat, video conference) to ensure the highest standards of quality and customer service are being adhered to.
• Monitor and assure that all Service Support KPIs and metric targets are met
  • ACD: Average Speed of Answer, Abandon Rate, Time To Abandon
  • FCR: First Call Resolution, Ticket Escalations, Ticket Rework
• Assist in the production of weekly, monthly and ad hoc reports of Service Desk Performance Metrics
  • ACD & Ticket Data
  • Contribute data to generation of monthly client reports

Resource Management

• Manage retention and Turnover for assigned team
• Work with manager to achieve company objectives and goals through the use of Auxis best practices IT framework and tools
• Provide general  leadership for the team
• Assist agents to fulfill their potential via coaching, performance management and staff development
• Assist in the management of resource schedules and time
• Work on cross-training  and succession plans for the resources
• Aid in the recruiting process by performing interviews and assisting in the resource selection
• Comply and adhere to Auxis operational processes  and security policies
• Use of Auxis Service management tools for Incident, Problem, Change and Configuration management
• Attend all operational and project (ad-hoc) related scheduled meetings as required

• Bachelor’s degree with a minimum of (3) three years of experience in the supervision of a technical support team
• Must have a minimum of 1 year of experience working in a shared services environment, managing multiple Accounts
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Exceptional English written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to conduct research into a wide range of computing issues as required
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Resource will be available “on call” in accordance with the following schedule:
• Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)