The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance. The supervisor will also implement best practices, including ITIL (Information Technology Infrastructure Library) standards, and foster a collaborative and high-performing team environment.

Key Responsibilities:

• Team Leadership and Management:
  • Supervise and mentor a team of IT service desk agents, providing guidance, support, and performance feedback.
  • Strong 1on1 practices for coaching
  • Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Conduct regular team meetings to review performance, discuss issues, and promote knowledge sharing.
• Service Desk Operations:
  • Oversee the day-to-day operations of the IT service desk, ensuring adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
  • Manage the ticketing system, ensuring all incidents, service requests, and problems are logged, categorized, and prioritized accurately.
  • Escalate complex issues to higher-level support teams or management as needed.
• Process Improvement:
  • Implement ITIL best practices to streamline service desk processes and enhance service delivery.
  • Identify opportunities for process improvements and drive initiatives to increase efficiency and effectiveness.
  • Develop and update service desk documentation, including standard operating procedures and knowledge base articles.
• Customer Service Excellence:
  • Ensure the delivery of high-quality customer service, focusing on quick resolution and customer satisfaction.
  • Handle escalated customer complaints and provide solutions in a professional and timely manner.
  • Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
• Training and Development:
  • Provide ongoing training and development opportunities for the service desk team to enhance technical skills and customer service capabilities.
  • Maintain up-to-date knowledge of IT service desk trends, tools, and technologies to keep the team current.

Basic Requirements:

• Education:
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered.
• Experience:
  • Minimum of 3-5 years of experience in an IT service desk or help desk environment, with at least 1-2 years in a supervisory or team lead role.
• Technical Skills:
  • Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
  • Basic understanding of IT service management (ITSM) frameworks and practices.
  • High proficiency in English.
• Certifications:
  • ITIL Foundation Certification (required).
  • Basic certifications in relevant IT fields, such as CompTIA A+ or Microsoft Certified: Fundamentals.
• Soft Skills:
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving and decision-making abilities.
  • High emotional intelligence with the ability to manage conflict and provide constructive feedback.

Preferred Qualifications (Good to Have):

• Advanced Certifications:
  • ITIL Intermediate or higher certifications (e.g., ITIL Managing Professional).
  • Certifications in specific technologies or tools relevant to the service desk operations (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Cisco CCNA).
• Technical Expertise:
  • Familiarity with network and systems troubleshooting, cloud services, and endpoint management.
  • Experience with automation tools for service desk operations, such as chatbots or RPA (Robotic Process Automation).
• Additional Skills:
  • Knowledge of remote desktop and support tools (e.g., TeamViewer, AnyDesk).
  • Experience with reporting and data analysis to monitor service desk performance.
• Soft Skills:
  • Proven track record of driving customer service excellence.
  • Strong leadership skills with the ability to inspire and motivate a team.
  • Effective time management and multitasking abilities.

Managerial Profile:

• Leadership and Influence:
  • Demonstrates strong leadership qualities, inspiring confidence and enthusiasm in the team.
  • Capable of making strategic decisions that align with company goals and service desk objectives.
• Team Development:
  • Focuses on developing team members' skills and careers, fostering a culture of continuous learning and improvement.
  • Proactively identifies team strengths and areas for growth, providing coaching and support as needed.
• Operational Efficiency:
  • Skilled in managing service desk workflows, identifying bottlenecks, and implementing process improvements.
  • Balances the need for operational efficiency with the goal of delivering exceptional customer experiences.
• Schedule:
  • 1 position 6:00 am to 3:00 pm CST
  • 1 position 3:00 pm to 11:00 pm CST.
  • 1 position 11:00 pm to 6:00 am CST.