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Service Desk / NOC Supervisor - Virtual
Atlanta, GA, USA
Friday, June 28, 2024
At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses.
Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.
Our dedicated teams craft solutions experienced by millions every day including :
Founded in 1993, we're a global organization serving local needs with associates worldwide. Learn more at onediversified.
com and follow us on LinkedIn and Twitter .
What part will you play?
The Service Supervisor position is responsible for providing best-in-class customer service to our customers. The supervisor will be responsible for evaluating, coaching, training, development, and staffing to ensure operational excellence.
They will work closely with service management, sales reps, and customers to ensure customer expectations are met, and continually strive to improve the customer experience.
What will you be doing?
Complexity :
Decision Making Authority :
Physical Working Environment :
Normal office conditions apply. Use of computer, monitors, and communication tools. Sitting for long periods of time.
What do we require from you?
Required / Desired Knowledge, Experience and Skills :
To learn more about becoming part of the Diversified team, visit us at http : / / diversifiedus.com / about / careers / or email us at careers@onediversified.com .
Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs.
We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law.
We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at careers@onediversified.com .
Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market.
Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits.
Other details
Apply Now
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nThe Service Supervisor position is responsible for providing best-in-class customer service to our customers. The supervisor will be responsible for evaluating, coaching, training, development, and staffing to ensure operational excellence.
They will work closely with service management, sales reps, and customers to ensure customer expectations are met, and continually strive to improve the customer experience.
nWhat will you be doing? n nResponsible for 24 x 7 service desk intake operations. nAs an individual contributor while the team may not directly report to this role there will be a lot of people engagement in functional and process related aspects nProvide daily direction and communication to the team to ensure timely & quality execution against client contracts and SLA's.
nMonitor calls and identify opportunities for training. nDeliver committed SLAs across all channels. nMaintain the highest level of customer satisfaction.
nReview tickets, calls, emails and chats for procedure, process, and documentation accuracy. nCollaborate with Manager / Director to track, measure and attain KPI's.
nWould report to Director and works with all the Service Desk managers to drive operational nuances both upstream and downstream.
nDaily direction and communication to the team to ensure all inbound transactions are responded timely and efficiently. nFollow and implement all directives, policies and procedures issued by management.
nIdentify, assign, and follow up on work activities of team members. nCommunicate all new or revised policies, procedures and / or processes to team members to ensure they have the most up to date and current information.
nWill be a people manager whose role will include approving PTO and staff schedules. nRecommend agent promotions to leadership.
nRecommend agent award recognition to leadership. nWorks as an escalation point for their team for any technical or logistical issues.
nCreates and maintains a high-quality work environment so team members are motivated to perform at their highest level. nResponds to and resolves employee issues expressed by team members.
nUses appropriate judgment in upward communication regarding department or employee concerns. nEnsures employees have appropriate training and other resources to perform their jobs.
nWorks with the Manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
nProvides performance feedback and coaching regularly to each team member. nWorks as a member / leader on special or ongoing projects that are important to area / process improvement.
nProvides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
n n nComplexity : n nStress tolerance and adaptability. nInter personnel conflict resolution. nAbility to manage agents as individuals and understanding their unique requirements.
nAbility to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
nEngage with sales and executive leadership within the organization. n n nDecision Making Authority : n nAssess job performance, reprimand, and commend employees.
nWork with management on hiring and / or terminating employees. nProcess improvement nQuality Control n n nPhysical Working Environment : n nNormal office conditions apply.
Use of computer, monitors, and communication tools. Sitting for long periods of time. n n nWhat do we require from you? n nEducation / Certifications : n nHigh School or GED nAssociate or Bachelor's degree (preferred) nCertifications pertinent to technology area(s) of expertise (preferred) n nCrestron, Dante, ITIL n n nAVIXA CTS Certification (preferred) nNetwork or CCNA (preferred) n n nRequired / Desired Knowledge, Experience and Skills : n nMust be United States Citizen n1 years of service delivery experience nExperience leading a team of technical support agents focused on customer service.
nExperience with a CMS - ServiceNow(preferred) nExperience with audio-visual, corporate video, and / or IT related systems nStrong experience in providing excellent customer service to clients.
nDetail oriented and process driven. nAbility to work in a fast-paced, rapid growth environment. nSelf-starter nHighly organized and has a sense of urgency.
nFlexible and able to cope with frequent interruptions and changing priorities. nAbility to solve problems and deal with variables in situations where limited standardization exists.
nOpen to feedback and direction nAccountable, reliable and takes ownership. nProficient with Microsoft Office Suite. nExceptional interpersonal & communication skills.
nAbility to work both independently and within a team. nAbility to work in stressful situations. nAbility to meet deadlines.
nBasic troubleshooting skills nAble to think outside the box n","employmentType" : "FULL TIME","hiringOrganization" : "@type" : "Organization","name" : "Diversified","logo" : "https : / / us241.
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Atlanta, GA, USA
Boston, MA, USA
Chicago, IL, USA
Denver, CO, USA
Houston, TX, USA
San Diego, CA, USA
Seattle, WA, USA
Virtual
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Last updated : 2024-07-01
Full Time
Wholesale
$67k-85k (estimate)
07/03/2024
07/04/2024
diversified-phl.com
WARMINSTER, PA
50 - 100
1969
ROBERT FRANKEL
$10M - $50M
Wholesale
At Diversified, we strive to be the preeminent lighting representative in the Philadelphia/Tri-State area by consistently pursuing quality product lines to represent, preparing competitive quotations, and fully supporting our customers from order inception through installation. Diversified prides itself on having the best-trained personnel representing the highest quality lighting manufacturers to the lighting design community, the electrical distributor, and the contractor.
The job skills required for Service desk supervisor include Customer Service, Service Desk, Troubleshooting, Leadership, Technical Support, Coaching, etc. Having related job skills and expertise will give you an advantage when applying to be a Service desk supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service desk supervisor. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service desk supervisor positions, which can be used as a reference in future career path planning. As a Service desk supervisor, it can be promoted into senior positions as a Help Desk Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service desk supervisor. You can explore the career advancement for a Service desk supervisor below and select your interested title to get hiring information.