What are the responsibilities and job description for the Service Desk Supervisor position at United Data Technologies?
UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology-whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.
This position is located in the Miramar, FL office.
Service Desk Supervisor
Summary
The Service Desk Supervisor will supervise the day-to-day functions of the UDT Service Desk and Triage teams to ensure accurate support and customer service is provided to UDT customers. The SD Supervisor will be the first point of contact for team members to obtain high-level technical guidance on customer interactions. Partnering with MSP Leadership, develop and maintain common Standard Operating Procedures (SOP) and continuously train your staff. Routinely provide coaching and feedback to individual team members to provide guidance on adhering to common or unique SOPs. In addition, deliver constructive feedback to enhance individual job performance. You will partner with departmental peers, Service Delivery Managers, and Customer Success Managers to resolve escalations timely and efficiently through your team. By being energetic and self-driven, you understand the customer and their use cases and work to be a trusted partner. Position hours 7 : 00 AM - 4 : 00 PM.
Responsibilities
- Supervise the service desk team's daily activities around ticket creation, escalation, and resolution.
- Serve as the first point of escalation for your team to address customer problems and drive towards a permanent resolution.
- Ensure all team members are following SOPs and receiving feedback and coaching to continuously improve customer interactions.
- Review team member Key Performance Indicators (KPIs) and other reporting to proactively identify trends that may need to be addressed
- Complete weekly one on one's and team meetings to provide individual and group feedback on performance.
- Ensure the team has all necessary tools, access, and training for UDT and customer environments.
- In the event of a customer escalation, be the customers first level advocate, quickly identify and engage other UDT resources and leadership to assist.
- Communicate frequently and clearly with leadership to relay various situations. Customer impacts, employee concerns, needed process enhancements.
- Foster a culture of customer-first service, continuous improvement, and professional growth among team members following ITIL and ITSM best practices.
- Routinely review customer ticket history to identify chronic incidents and begin the process to utilize the resources available to provide a permanent resolution.
- Be a part of new customer onboarding to ensure customer needs fit into standard SOPs. Identify when standard SOPs may need to be modified to ensure customer success and engage leadership to ensure modifications can be accommodated.
- Prepare various reports that will assist in investigations of customer engagements or to identify sources of issues or concerns presented by customers.
- Supervise the team to achieve / exceed annual customer happiness targets and other defined Key Performance Indicators
- Other Duties as assigned
Qualifications
Remote Access applications
Education
What UDT offers you
Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status