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Supervisor, Help Desk Support
Salary undisclosed
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This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week at our Southfield, MI Corporate Office location.
Job Summary:
Supervises a team of technical support professionals providing first level support in a customer-centric environment to ensure that service levels are achieved. Responsible for supervising the daily operations of the service desk, monitoring response times, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics. Can make judgments and recommendations based on the analysis and interpretation of data. This position will be based out of our St Petersburg, FL Office location.
Essential Duties and Responsibilities:
Supervises the daily operations of the firm's end user support service desk with a goal of first contact resolution.
Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement.
Requires ability to work a flexible schedule as on call rotation, night or weekend work may be necessary.
Supervises performance to ensure that associates are meeting productivity and quality goals and metrics.
Resolves business process and system issues and defines and/or updates procedures appropriately.
May handle escalated issues and/or perform duties similar to subordinates as staffing needs dictate.
Evaluates and manages technical support systems, hardware and software and makes recommendations for improvement.
Communicates frequently with end users, Support Center peers, 2nd level groups and higher, and managers; client interaction is key to managing expectations, assessing needs, and customizing services.
Works closely with development and operations teams to facilitate issue resolution; works on performance problems, upgrades, design reviews, and application setup/implementations.
May participate in or lead small to medium-sized department projects.
Job Summary:
Supervises a team of technical support professionals providing first level support in a customer-centric environment to ensure that service levels are achieved. Responsible for supervising the daily operations of the service desk, monitoring response times, evaluating client satisfaction levels and ensuring associates meet productivity and quality goals and metrics. Can make judgments and recommendations based on the analysis and interpretation of data. This position will be based out of our St Petersburg, FL Office location.
Essential Duties and Responsibilities:
Supervises the daily operations of the firm's end user support service desk with a goal of first contact resolution.
Monitors response times, evaluates client satisfaction levels and makes recommendations for improvement.
Requires ability to work a flexible schedule as on call rotation, night or weekend work may be necessary.
Supervises performance to ensure that associates are meeting productivity and quality goals and metrics.
Resolves business process and system issues and defines and/or updates procedures appropriately.
May handle escalated issues and/or perform duties similar to subordinates as staffing needs dictate.
Evaluates and manages technical support systems, hardware and software and makes recommendations for improvement.
Communicates frequently with end users, Support Center peers, 2nd level groups and higher, and managers; client interaction is key to managing expectations, assessing needs, and customizing services.
Works closely with development and operations teams to facilitate issue resolution; works on performance problems, upgrades, design reviews, and application setup/implementations.
May participate in or lead small to medium-sized department projects.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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