Service Desk Supervisor

What success looks like in this role :

Key Responsibilities

Our Customer Service team is critical to our mission, helping our clients with solutions and assistance that deliver the results for businesses around the world. As a ‘Gartner Workplace Leader’, we are open, honest and responsible, and our Agents bring to life the ethical standards that have made us such a trusted global name.

Be inspired, encouraged and supported to fulfill your ambitions and your potential. This is where you can have a career in an environment where we do the right things the right way.

The Service Desk Supervisor will supervise a Service Desk Team, review service levels, schedule staff and identify training needs. This person will be responsible for working closely together with the Operations Manager to maintain and improve the service desk by directly managing employees assigned to him / her and to continually strive to improve customer service.

What will your scope look like :

Plan resources to accounts on a dynamic basis in order to maximize performance against SLAs on a daily basis, maintain shift rosters

Act as focal point for team in matters of scheduling, coordination, availability, or other matters as necessary

Ensure all assigned employees are briefed and understand their job requirements

Overall measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management

Coordinate & schedule trainings with respect to the training necessity and agent shift availability

Drive to meet and exceed customer expectations and ability to inspire service desk agents to do the same

Provide feedback / guidance to employees assigned to him / her on their overall performance including Attendance / Compliance / Availability

Actively participate in recruitment activities, attendance during AC interviews as required

Help with all request / enquiries and direct escalation which are outside a service desk agent’s technical abilities or support boundaries as a first level

Inform the Operations Manager of any work conflicts, dissatisfied customers or hardware / software malfunctions, escalations; escalate issues to all relevant parties

Ensure all contracted support is accomplished in a timely manner, preparing reports and participating client facing calls

You will be successful in this role if you have :

Strong English  verbal and written communication skills across multiple staff levels

Additional language knowledge is a plus

Demonstrated leadership, coaching and mentoring skills

2+ years of experience in people management and performance management

2+ years of experience in a Customer Service position, preferably in an IT services organization

Hands-on experience with escalation management

Strong customer facing skills & ability to deliver presentations and drive meetings

Solid knowledge of ITIL processes (ITIL v3 foundation or intermediate certifications are beneficial)

Solid understanding of logging systems

Working knowledge of MS Office suite and related reporting applications

Besides these, we will need your :

Customer-first” attitude

High-performance driven personality and high sense of ownership

Proactivity, sense of urgency and ability to re-prioritize if needed

Ability to express yourself in a structured and comprehensive manner

Ability to communicate and act in an assertive and collaborative way

Ability to think tactically and strategically

LI-AB1

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.