Supervisor - Service Desk
Supervisor - Service Desk
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Job Description
Company:
MarshDescription:
Service Desk Supervisor
We are seeking a Service Desk Supervisor to join our team at MMC. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Service Desk Supervisor at MMC you will help and assist our global colleague base to work on their technology and enable them to make the business a addition you will support all our internal colleagues to diagnose analyze and resolve their technology issues and requests.
We will count on you to:
- Manages a team of Service Desk analysts.
- Prioritizes workloads and balances conflicting demands.
- Manage schedules to ensure coverage.
- Provides ongoing performance feedback to team members including the mid-year and year-end formal performance management process as well as when progressive counseling is required.
- Monitors trends in individual and team performance (daily weekly monthly). Ensures that the individual and team responsibilities are performed in a timely consistent responsive manner.
- Verifies the quality accuracy and timeliness of responses and actions taken by analysts.
- Identifies training requirements for teams and works with regional service desk managers to develop and maintain individual training plans for team members.
What you need to have:
- High School diploma/GED
- 2 years of experience in a Service Desk Call Center environment
- Experience providing Technical Troubleshooting to end-users
- Strong communication skills both written and verbal
- Strong customer service skills
- Flexibility with weekend availability (shift differential will apply)
- Advanced Level of English is a Must
What makes you stand out:
- 3-5 years of customer service experience (help desk support experience preferred)
- Certifications in any of the following are a plus: A (CompTIA) ACMT (Apple) HDI-CSR (HDI) ITIL Foundation (ITIL) Microsoft 365 Certified: Modern
Why join our team:
- We help you be your best through professional development opportunities interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues clients and communities.
- Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your well-being.
Required Experience:
Manager
Employment Type
Full-Time
