Help Desk Supervisor
Help Desk Supervisor
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1 Vacancy
Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners www.insightpartners a leading global private equity firm investing in highgrowth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our awardwinning solutions go to www.Kaseya and for more information on Kaseyas culture please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD being GRITTY being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers and the betterment of their careers and longterm financial wealth.
WHAT YOULL DO:
We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Support Supervisor you will play a crucial role in coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties around reporting and analytics. This includes Incident assignment SLO management providing guidance ensuring efficient support operations and maintaining high levels of customer satisfaction. The ideal candidate should display strong communication skills including verbal and written communication. Must have the ability to prioritize and manage multiple tasks and work well under pressure in order to make sound business decisions in a highpaced environment. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- You will work closely with the U.S. based leadership team to ensure all objectives are in place documented and followed to ensure customer SLOs are satisfied.
- Lead coach and supervise Help Desk team members daily to improve customer service satisfaction and increase overall efficiency of the operations.
- Monitor and improve morale and overall job satisfaction of the Help Desk staff.
- Train and transfer knowledge to Help Desk team members.
- Support and assist Help Desk Agents with their key duties and responsibilities.
- Work closely with the Help Desk Manager to ensure all service level objectives and KPIs are measured and Agents receive the continued training required to improve in the role.
- Take appropriate action to follow up on resolving customer issues.
- Identify breakdowns with current processes and collaborate with management to find a solution that improves the customer experience.
- Ability to cooperate within the department and with other teams to meet operational goals.
- Provide supervision of Agents and allocate resources effectively to meet support demands.
- Complete the daily duties for administration as the onsite lead for the Help Desk.
- Maintain and update knowledge base articles troubleshooting guides and support documentation for the team.
- Monitor quality assurance processes to ensure consistent and highquality customer support.
- Review codevelop and maintain formal procedures for Help Desk operating/procedure manuals so as to ensure consistency and increased productivity.
- Work with Management team to investigate and resolve issues reported in client CSAT.
- Conducts daily Agent huddle meetings.
- Participate in IT management activities and decision making.
WHAT YOULL BRING:
- Communication: The ability to give and gather information and actively manage the communication process by asking questions conveying complex information in plain language listening and considering others views stating own views clearly and concisely and addressing conflict in a professional and productive manner.
- Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
- Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
- Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation seek that information from appropriate sources and use skillful questioning to draw out the information when others are reluctant to disclose it.
- Analytical Thinking: The ability to tackle a problem by using a logical systematic sequential approach.
- Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fastpaced environment.
- Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
- Adaptability: Flexibility to adapt to changing technologies processes and customer needs in the IT support environment.
- Supervisory experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.
- Experience with Microsoft Excel Pivot tables and reporting features
- Certifications: Relevant certifications such as ITIL V3 or V4 HDI Incident Management Principles HDI Service and Support Metrics HDI support Center Lead or similar industryrecognized credentials are a plus.
- Ability to handle stress well in times of heavy workload and in critical business scenarios.
- 2 years of experience in IT Service Management leading technical support teams.
- 24 Years experience working in Help Desk / Help Desk Agent.
- Excellent interpersonal skills and leadership abilities
- Experience working or supporting in a Managed Services Provider (MSP) environment is a huge plus!
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.
Required Experience:
Manager
Employment Type
Full Time
