Help Desk Supervisor

Job Title: Help Desk Support Supervisor L1 Help Desk Services
Location: Bangalore India

WHAT WE ARE LOOKING FOR:
We are seeking a full-time Help Desk Support Supervisor for our on-site location in Bangalore India. The
Help Desk Supervisor is primarily responsible for optimizing the efficiency of the Help Desk operation
and overseeing the day-to-day Help Desk activities and projects. The Supervisor works with the Help
Desk management team to deliver best-in-class practices and develop policies procedures and
standards for the Help Desk. They will maintain relationships to monitor and maintain the satisfaction
level of team members in various aspects of the business and prepare reports on Help Desk
performance. They assist with guidance and validation of support criteria and service delivery definition
analysis and changes to existing procedures and policies and participates in employee performance
management hiring/termination actions training needs assessment and career-planning guidance.
Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations
processes workflows and procedures. Proficient in Help Desk operations and queue management
adherence of defined SLAs and management of key performance indicators (KPIs) and metrics. Critical
thinking skills to identify root causes and implement efficient solutions in high-pressure situations.
Verified knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams
effectively. Self-motivated with a strong work ethic and can solve complex and cross-functional
problems. Verifiable experience in developing support teams and coaching employees to meet
achievable goals. Some after-hours and weekend work as needed.
This position is 100% in-office at our brand-new location in Orlando Florida.

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
high-paced 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 high-quality customer support.
Review co-develop 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 fast-paced 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 industry-recognized
  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.
  2-4 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!
  YOUR REWARD:
  Join the fastest growing tech company in the US. Earn a competitive compensation package that allows
  you to focus your attention on your passion in an exciting career in tech!
  Our benefits package includes:
  100% Health premiums covered for employees (Medical Dental Vision)
  Company paid Life and disability insurance
  HSA Account contribution up to $2000
  401k with match
  Paid Holidays and generous PTO.
  Fun and exciting work environment
  If this sounds like the right career to fit your personality and interests please apply were looking
  forward to meeting you!
  Join the Kaseya growth rocket ship!
  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.
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.