The Operations Supervisor is responsible for managing the activities and responsibilities of the Service Desk teams that provide global support for our client. As a part of this management, the Operations Supervisor will be responsible for providing high-level technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Supervisor must understand the integration of people, processes, and tools within the overall delivery environment, and will be responsible for planning, scheduling, communicating, coordinating resources, and managing day-to day tasks to sustain and improve. The Operations Supervisor acts as a liaison for team communications, partnering with cross functional leaders to keep abreast of daily operations and projects.

How You Will Make An Impact:

• Provide consistent, high-quality, white glove profession levers customer experience services supporting clients on site, via chat and over phone in multiple service lines (Service Desk, Remote Support, TFO, Logistics, AV/VC, Events Support, Networking, Identity Management)
• Works closely with the Service Delivery and Operation Managers to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators at client site
• Follows standard incident management processes; escalates important issues to managers and other functional teams
• Helps improve service standards and processes
• Monitors chats, calls and tickets for quality control and SLA performance; flags tickets for review and identifies coaching/training opportunities
• Collaborates on escalation prevention, resolution and post-mortem (RCA, etc)
• The point of contact within the service for troubleshooting, customer services issues, first-level escalations
• Provide management reports on service and issues
• Weekly, monthly and quarterly report collaboration with Service Delivery and Operations Managers on team performance and service outcomes
• Educate team on service CSAT, KPIs, SLA, on past and current results
• Delivers coaching and feedback in the moment, conducts 1:1 with individual team members, and leads team syncs
• Delegates tasks and responsibilities based upon individual strengths to achieve maximum efficiency
• Set goals and objectives for the team, hold the team accountable
• Escalates performance issues to manager and HR
• Makes decisions in a timely manner, sometimes under tight deadlines and pressure.
• Trains and mentors service staff
• Conducts annual performance reviews for all direct reports

What You Will Need to Succeed:

• Minimum 3 years leading local or global service teams of 15 people
• Minimum 3 years of relevant technical experience supporting users in a Windows and Mac environment
• Demonstrated ability to lead and to effectively communicate with staff at all levels including proven ability to communicate with technical AND non-technical staff/clients across multiple disciplines.
• Ability to understand and thrive in a fast paced, high volume work environment with extremely busy peak seasons
• Excellent communication skills, both verbal and written
• Strong problem solving, prioritization, and organizational skills
• Must be proactive and data driven, with working knowledge of metrics planning and spreadsheets
• Demonstrated ability to work independently and prioritize multiple competing tasks
• Train and provide clear and concise work direction to others
• Strong understanding of IT Service metrics
• Mac/Windows, hardware/software troubleshooting knowledge
• Google and Microsoft office suite experience