End User Service Desk Supervisor
About the position Responsibilities • Directly manage and oversee the EUS Service Desk staff and activities. • Monitor performance metrics through daily dashboards and reports. • Collaborate with the Service Desk Manager and other support teams to resolve customer issues. • Provide feedback and training to team members to meet goals and expectations. • Schedule and organize shifts to ensure appropriate staffing levels. • Prepare scheduling forecasts for high-peak periods. • Identify and recommend equipment and software to enhance job performance. • Ensure adherence to procedures and quality standards through call monitoring. • Submit regular performance reports to management. • Facilitate staff development through reviews, recruitment, and training sessions. • Provide technical support and handle escalations as needed. • Run ServiceNow and ACD reports to assess trends and make operational corrections. Requirements • At least three years of experience in information technology customer service and end user support. • Experience in a high-volume call center environment using a help desk ticketing system. • Demonstrated experience with a ticketing system, preferably ServiceNow. • Knowledge of supervisory techniques and ability to manage staff effectively. • Excellent customer service skills and ability to communicate problems and resolutions clearly. • Strong problem-solving and analytical skills. • Exceptional time management and prioritization skills. • Ability to maintain confidentiality and document processes meticulously. • Excellent communication, writing, and presentation skills. Nice-to-haves • Experience in a supervisory role within an IT support environment. • Knowledge of conflict management and negotiation skills. Benefits • Hybrid work schedule options • Comprehensive employee benefits package • Support for professional development and training