The Live Expert Service Desk Supervisor’s role is to oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Supervisor will also contribute to problem resolution by providing the leadership team with trends to escalate to partner teams.
- Has demonstrated progressive experience in the supervision of a technical support team.
- 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.
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- 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.
- 3 years of experience in related field
Strategy & Planning
- Establish and enforce 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, devise, and deliver solutions to enhance the quality of service and prevent future problems.
- Assist in hiring, training, and preparing Service Desk technicians to respond to customer questions and complaints and troubleshoot problems with services or products.
Operational Management
- Manage the processing of incoming contacts to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
- Enforce request handling and escalation policies and procedures.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Prepare reports and analyze data to assist management as they determine goals.
- Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.
- Perform quality analysis of technician's calls, chats, and ticket documentation weekly to ensure compliance and provide feedback to technicians as needed.
