Service Desk Supervisor
Service Desk Supervisor
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Job Description
What success looks like in this role:
Our Customer Service team is critical to our mission helping our clients with solutions and assistance that deliver the results for businesses around the world. As a Gartner Workplace Leader we are open honest and responsible and our Agents bring to life the ethical standards that have made us such a trusted global name.
Be inspired encouraged and supported to fulfill your ambitions and your potential. This is where you can have a career in an environment where we do the right things the right way.
The Service Desk Supervisor will supervise a Service Desk Team review service levels schedule staff and identify training needs. This person will be responsible for working closely together with the Operations Manager to maintain and improve the service desk by directly managing employees assigned to him/her and to continually strive to improve customer service.
What will your scope look like:
Plan resources to accounts on a dynamic basis in order to maximize performance against SLAs on a daily basis maintain shift rosters
Act as focal point for team in matters of scheduling coordination availability or other matters as necessary
Ensure all assigned employees are briefed and understand their job requirements
Overall measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management
Coordinate & schedule trainings with respect to the training necessity and agent shift availability
Drive to meet and exceed customer expectations and ability to inspire service desk agents to do the same
Provide feedback / guidance to employees assigned to him/her on their overall performance including Attendance / Compliance / Availability
Actively participate in recruitment activities attendance during AC interviews as required
Help with all request/enquiries and direct escalation which are outside a service desk agents technical abilities or support boundaries as a first level
Inform the Operations Manager of any work conflicts dissatisfied customers or hardware/software malfunctions escalations; escalate issues to all relevant parties
Ensure all contracted support is accomplished in a timely manner preparing reports and participating client facing calls
You will be successful in this role if you have:
Strong Englishverbal and written communication skills across multiple staff levels
Additional language knowledge is a plus
Demonstrated leadership coaching and mentoring skills
2 years of experience in people management and performance management
2 years of experience in a Customer Service position preferably in an IT services organization
Hands-on experience with escalation management
Strong customer facing skills & ability to deliver presentations and drive meetings
Solid knowledge of ITIL processes (ITIL v3 foundation or intermediate certifications are beneficial)
Solid understanding of logging systems
Working knowledge of MS Office suite and related reporting applications
Besides these we will need your:
Customer-first attitude
High-performance driven personality and high sense of ownership
Proactivity sense of urgency and ability to re-prioritize if needed
Ability to express yourself in a structured and comprehensive manner
Ability to communicate and act in an assertive and collaborative way
Ability to think tactically and strategically
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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age caste citizenship color disability family medical history family status ethnicity gender gender expression gender identity genetic information marital status national origin parental status pregnancy race religion sex sexual orientation transgender status veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein or cannot otherwise complete your expression of interest without additional assistance and would like to discuss a request for reasonable accommodation please contact our Global Recruiting organization at or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.
Required Experience:
Manager
Employment Type
Full-Time
