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About TTEC – Pioneering Human‑Centric Customer Experiences
Welcome to TTEC, a global leader in designing, building, and operating customer‑centric solutions that blend technology with human empathy. Since our founding in 1982, we have partnered with iconic and high‑growth brands to create memorable, profitable interactions across phone, chat, text, video, and social platforms. Our mission is simple yet powerful: make customers happy. As we continue to expand our digital footprint, we are seeking an experienced, motivated, and service‑focused professional to join our remote team as the ASD Helpdesk & Service Desk Supervisor based in Englewood, CO. This role offers an immediate start, a competitive hourly rate of $46, and a comprehensive benefits package designed to support your health, financial stability, and professional growth.
Why This Role Is a Game‑Changer for Your Career
Choosing TTEC means joining a vibrant community that values diversity, inclusion, continuous learning, and innovation. As a supervisor on our Advanced Service Desk (ASD), you will lead a team of skilled technicians who provide critical desktop support to internal and external stakeholders. You will be at the forefront of troubleshooting, escalation management, and service‑level optimization—ensuring that every technology interaction runs smoothly and supports the broader business objectives. This is a rare opportunity to blend technical expertise with leadership, all while working remotely and enjoying a flexible schedule.
Key Responsibilities – What You’ll Do Every Day
- Team Leadership & Development: Supervise, coach, and mentor a team of Helpdesk and Service Desk technicians, fostering a culture of excellence, accountability, and continuous improvement.
- Incident Management: Oversee the intake, categorization, prioritization, and resolution of technical incidents, ensuring adherence to Service Level Agreements (SLAs) and rapid response times.
- Escalation Handling: Act as the primary point of escalation for complex issues, coordinating with Tier‑2/3 engineers, vendors, and cross‑functional teams to resolve problems efficiently.
- Process Optimization: Identify trends, root causes, and opportunities for automation; implement best‑practice workflows to reduce repeat incidents and improve overall service quality.
- Knowledge Management: Curate and maintain a comprehensive knowledge base, ensuring documentation is up‑to‑date, searchable, and aligned with corporate standards.
- Performance Reporting: Generate and present regular metrics on ticket volume, resolution time, customer satisfaction, and team productivity to senior leadership.
- Stakeholder Collaboration: Partner with IT security, infrastructure, and application teams to align support activities with broader organizational initiatives.
- Customer Advocacy: Champion the voice of the customer within internal processes, driving improvements that enhance end‑user experience and satisfaction.
- Compliance & Security: Enforce adherence to data protection policies, security protocols, and regulatory requirements in all support activities.
Essential Qualifications – What You Must Bring
- Experience: Minimum 3‑5 years of hands‑on experience in a Helpdesk, Service Desk, or similar technical support role, with at least 1‑2 years in a supervisory or lead capacity.
- Technical Knowledge: Proficient with Windows and macOS operating systems, Microsoft Office 365, remote support tools (e.g., TeamViewer, LogMeIn), and ticketing platforms such as ServiceNow or Zendesk.
- Problem‑Solving Ability: Demonstrated capacity to diagnose, troubleshoot, and resolve complex technical issues under pressure.
- Communication Skills: Excellent verbal and written communication, able to translate technical jargon into clear, understandable language for non‑technical audiences.
- Leadership Acumen: Proven track record of managing a team, providing constructive feedback, and motivating staff to achieve performance targets.
- Customer‑Centric Mindset: Strong commitment to delivering exceptional service and enhancing user satisfaction.
- Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field; certifications such as ITIL, HDI‑Support Center Analyst, or CompTIA A+ are a plus.
Preferred Qualifications – Added Advantages
- Experience with cloud‑based environments (e.g., Azure, AWS) and virtual desktop infrastructure (VDI).
- Advanced certifications such as ITIL v4 Managing Professional, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
- Familiarity with scripting languages (PowerShell, Bash) for automation of routine tasks.
- Background in managing remote or distributed teams across multiple time zones.
- Demonstrated success in implementing continuous improvement frameworks (e.g., Six Sigma, Kaizen).
Core Skills & Competencies for Success
- Analytical Thinking: Ability to assess data, identify patterns, and make data‑driven decisions.
- Time Management: Skill in juggling multiple priorities while meeting deadlines and SLA commitments.
- Empathy & Patience: Understanding of user frustrations and the capacity to remain calm and supportive.
- Collaboration: Strong teamwork orientation, comfortable working with cross‑functional partners.
- Adaptability: Flexibility to thrive in a fast‑changing technology landscape and embrace emerging tools.
- Attention to Detail: Meticulous approach to documentation, ticket handling, and compliance requirements.
Career Growth & Learning Opportunities
At TTEC, your development is a strategic priority. As an ASD Helpdesk & Service Desk Supervisor, you will have access to a robust learning ecosystem:
- Tuition Reimbursement: Financial support for degree programs, certifications, and specialized courses.
- Online Learning Library: Thousands of free courses covering technical, leadership, and soft‑skill topics.
- Mentorship Programs: Pairing with senior leaders to accelerate career progression and broaden your professional network.
- Internal Mobility: Opportunities to transition into senior management, project leadership, or specialized technical roles within TTEC’s global footprint.
- Leadership Development Tracks: Structured programs designed to refine your strategic thinking, change management, and people‑leadership capabilities.
Work Environment & Company Culture
Our remote‑first philosophy empowers you to work from anywhere while staying connected to a supportive community:
- Inclusive Culture: We celebrate diversity of thought, background, and experience, fostering a workplace where every voice matters.
- Collaborative Tools: State‑of‑the‑art communication platforms (Microsoft Teams, Slack, Zoom) keep you linked to teammates and leadership.
- Well‑Being Initiatives: Wellness days, mental‑health resources, and flexible scheduling promote work‑life harmony.
- Performance Recognition: Annual incentive programs, peer‑to‑peer awards, and milestone celebrations recognize your contributions.
- Community Impact: Volunteer programs and corporate social responsibility projects allow you to give back to the communities we serve.
Compensation, Perks & Benefits
We offer a competitive hourly rate of $46.00 (subject to geographic and experience adjustments) along with a comprehensive suite of benefits designed to safeguard your health, financial future, and personal growth:
- Health Coverage: Medical, dental, and vision plans with employer contributions.
- Tax‑Advantaged Accounts: Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) for eligible expenses.
- Financial Protection: Disability, life insurance, and income protection programs.
- Paid Time Off: Generous PTO, wellness days, and paid holidays to recharge and spend time with loved ones.
- Professional Development: Tuition reimbursement, certification assistance, and access to thousands of online courses.
- Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.
- Technology Stipend: Remote‑work allowances for home office setup, high‑speed internet, and ergonomic equipment.
- Annual Incentive Program: Performance‑based bonuses that reward individual and team achievements.
Application Process & Next Steps
If you are ready to lead a high‑performing team, drive exceptional customer experiences, and accelerate your career in a forward‑thinking organization, we encourage you to submit your application today. Even if you feel you don’t meet every single requirement, we value potential and passion—so please apply.
How to Apply: Click the link below to visit our career portal and upload your résumé, cover letter, and any relevant certifications. Our recruiting team will review your submission promptly and reach out to schedule an interview.
Apply Now – Join TTEC’s Remote Service Desk Leadership Team
We Look Forward to Meeting You!
TTEC is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Take the next step in your professional journey. Bring your expertise, passion, and vision to TTEC, where we turn technology into human connection.
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