Service Desk Supervisor

ROLE & RESPONSIBILITIES: 

•    Provides Supervisory Oversight of Tier 1 Personnel – Service Desk Representative
•    Prioritize tasks to handle Supervisor escalations and prepare to handle Tier 1 incoming calls during AHOD scenarios, or as needed.
•    Operate to meet the client provided Key Performance Indicators, monitor and report on performance level metrics weekly, monthly, quarterly, and annually.
•    Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.
•    Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.
•    Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
•    Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.
•    Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.
•    Supports and coaches team members with effective methods to research, troubleshoot and deliver resolutions.
•    Collaborating with other supervisors and management to support agents and maximize customer satisfaction.
•    The ideal candidate must demonstrate a high level of commitment and flexibility, with the ability to work and support a dynamic shift schedule.
•    Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
•    Develop daily, weekly, and monthly reports on help desk team’s productivity.

Home Office Requirements: 
•    Access to LAN (wired connection/ethernet)
•    Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
•    Private work area and adequate power source

REQUIRED EXPERIENCE: 

•    2 years of experience supervising and managing service desk representatives.
•    2 plus years of experience direct supervision of Tier 1 Customer service representatives.
•    5 plus years of experience supporting a service desk or call center operation.
•    Experience with ServiceNow/Jira/Confluence.
•    Candidates must be able to obtain and maintain a Public Trust clearance
•    Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

•    Hands-on experience with cloud-based customer engagement platforms or omnichannel contact center solutions.
•    Familiarity with IVR configuration, call routing logic, and ACD systems within enterprise-level service environments.
•    Experience working with automated call distribution and interactive voice response IVR systems, including reporting and performance analytics tools.
•    Understanding of customer experience workflows and integration between telephony and CRM platforms.
•    Exposure to contact center performance dashboards, quality monitoring tools, and workforce optimization systems.

EDUCATION & CERTIFICATIONS:

•    Bachelor’s or associate Degree