Service Desk Supervisor

Job description

POSITION SUMMARY: This position is responsible for supervising the Service Desk agents. The Service Desk Supervisor uses strong supervisory skills, customer service skills, and technical abilities in managing the Service Desk agent’s day-to-day responsibilities to ensure their compliance with the department’s Standard Operating Procedures (SOP). The Service Desk Supervisor helps drive continuous service improvement (CSI) within the department by conducting monthly performance reviews in addition to on-demand coaching sessions with the Service Desk agents, reviewing work performed by the Service Desk agents, and working alongside department management to identify support trends in the environment. PRINCIPAL RESPONSIBILITIES: Administer Quality Assurance measures (call monitoring, quality checking records) and provide feedback and coaching to Service Desk agents Supervise Service Desk agents to ensure that department SLAs are met or exceeded Ensure Service Desk agents are using support downtime productively, working on improving their knowledge of the customer environment or technical skill level Review reports to identify trends and training opportunities for Service Desk agents Ens...