Service Desk Supervisor

Service Desk Supervisor

The Service Desk Supervisor will supervise the day-to-day functions of the UDT Service Desk and Triage teams to ensure accurate support and customer service is provided to UDT customers. The SD Supervisor will be the first point of contact for team members to obtain high-level technical guidance on customer interactions. Partnering with MSP Leadership, develop and maintain common Standard Operating Procedures (SOP) and continuously train your staff. Routinely provide coaching and feedback to individual team members to provide guidance on adhering to common or unique SOPs. In addition, deliver constructive feedback to enhance individual job performance. You will partner with departmental peers, Service Delivery Managers, and Customer Success Managers to resolve escalations timely and efficiently through your team. By being energetic and self-driven, you understand the customer and their use cases and work to be a trusted partner.

Responsibilities

• Supervise the service desk team's daily activities around ticket creation, escalation, and resolution.
• Serve as the first point of escalation for your team to address customer problems and drive towards a permanent resolution.
• Ensure all team members are following SOPs and receiving feedback and coaching to continuously improve customer interactions.
• Review team member Key Performance Indicators (KPIs) and other reporting to proactively identify trends that may need to be addressed
• Complete weekly one on one's and team meetings to provide individual and group feedback on performance.
• Ensure the team has all necessary tools, access, and training for UDT and customer environments.
• In the event of a customer escalation, be the customers first level advocate, quickly identify and engage other UDT resources and leadership to assist.
• Communicate frequently and clearly with leadership to relay various situations. Customer impacts, employee concerns, needed process enhancements.
• Foster a culture of customer-first service, continuous improvement, and professional growth among team members following ITIL and ITSM best practices.
• Routinely review customer ticket history to identify chronic incidents and begin the process to utilize the resources available to provide a permanent resolution.
• Be a part of new customer onboarding to ensure customer needs fit into standard SOPs. Identify when standard SOPs may need to be modified to ensure customer success and engage leadership to ensure modifications can be accommodated.
• Prepare various reports that will assist in investigations of customer engagements or to identify sources of issues or concerns presented by customers.
• Supervise the team to achieve/exceed annual customer happiness targets and other defined Key Performance Indicators
• Other Duties as assigned

Qualifications & Experience

• 5+ years of proven experience working in a NOC, Service Desk, or Engineering team. Working closely with customers or end users.
• 2+ years leading team members directly or indirectly
• 3+ years with general Helpdesk/Service Desk tools:
• Remote Access applications
• RMM solutions
• Working in and reporting from a ticketing system is a requirement. ConnectWise, MSPBots, and various monitoring system knowledge is a plus.
• Experience utilizing KPI reporting is a plus to identify trends that require department adjustments to address the trends and increase customer satisfaction.
• Proven ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast-moving environment.
• Proficiency in Microsoft O365, Intune, SCCM, and other backend technologies supporting end users is required
• Demonstrated ability to manage and resolve various technical issues, and to guide others in problem-solving.
• Customer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams.
• Strong communication skills and technical aptitude to enhance customer engagements.
• Excellent organizational, analytical, and decision-making skills.

Education

• An associate or bachelor's degree in information technology or business is a plus.
• Relevant certifications such as ITIL, Microsoft, Network +, A+, CCNA, are highly desirable.
• Any other certifications or professional development units (PDUs) are a plus.

Travel

• Travel is less than 25% primarily to customer sites

Working Conditions

• Primarily in the Miramar Corporate office, but some remote working options are available
• Required to be in the office at least 3 days per week
• Office setting with sitting for extended periods of time.
• Ability to lift 25lbs

What UDT offers you

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to the organization. UDT's Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and flexible time off options.

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status