Service Desk Supervisor

The Service Desk Supervisor is a member of the Managed Services Operations team whose primary function is to provide daily operational support, workflow management and supervision for the 24x7 Service Desk team. The Team Supervisor is responsible for continual improvement, critical incident process management, delivery of quality program and knowledge base maintenance. Incident Manager

Responsible for communicating, leading and managing all high severity outage situations.

Assist in the Delivery and Execution of Staff Development/ Action Plans.

Participate in design discussions for Operations tools and technology.

Coach and mentor Service Desk Analysts on technical skills, call, and ticket quality etc.

Ticket workflow delegation to the Service Desk Analysts.

Work closely with other Managed Services team members to create/update process and Knowledge Base documentation for new and existing customers and communicate changes to the Service Desk teams.

Identify gaps in process and procedure and initiate service improvement plans.

Participate in internal Managed Services focused continual service improvement projects.

Assist with the onboarding of new analysts.

Lead morning operations call, and distribution of morning turnover as requested.

Run daily reports as needed to support customer requirements.

Success Characterstics

The qualities of an effective team leader inspire the trust and respect of the team and stimulate production within the environment. 

Maintain emotional balance and self-control in dealing with difficult personnel situations. 

Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people.

Respect and safeguard confidential information as required.

Utilize negotiation skills to achieve results.

Affinity for and successful experience with small to medium size business environments.

Ability to adapt and thrive in a constantly changing work environment.

Must be able to balance tasks back-to-back against specific timeframes.

Great organizational skills.

Supervises Service Desk Personnel

Ensure work schedules for both teams are sufficiently covered for each workday.

Reschedule personnel to cover for vacations, emergencies, and/or sick time.

Conduct written warnings, as needed, when processes/policies are not followed.

Attend performance review meetings with the Operations Manager as needed.

Update the Operations Manager on any personnel issues that may arise.

Represent AHEAD in a professional manner in all forms of communication with our customers.

Ensure that daily issues of a complex scope receive the urgency and escalation necessary to support the overall business and customer support objectives.

Ensure appropriate technical resources are assigned and incidents are being addressed in all ticket queues for Service Desk.