Dresner Group
Service Desk Supervisor
The Service Desk Supervisor (SDS) is responsible for the management and oversight of the Service Desk team. They are responsible for day-to-day management of service desk operations, measuring and meeting performance benchmarks, scheduling routine site visits and urgent dispatches, and ensuring client and staff happiness. There is expectation that the SDS and Director of Technical Services (DoTS) will work together and share responsibilities when and where appropriate during this transition. The SDS will report directly to the company DoTS.
Duties and Responsibilities:
- To always be aware of what service requests come in, where they are assigned and be responsible for fast, efficient first time resolution. This requires a high level of focus and process development that facilitates effective communication and problem resolution between all team members.
- Developing a staff skill matrix, providing recommendations for staff improvement or promotion, and developing internal processes and/or procedures to support the optimal delivery of the best client service possible.
- Actively monitors team performance and efficiency, ensures service requests are prioritized and assigned appropriately, as well scheduling staff to ensure optimal availability of service desk resources at any given time.
- Creates a high-performing service desk team by holding them accountable and ensuring that they deliver the best service and user experience.
Job Type: Full-time
Pay: $70,000.00 – $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
This is a remote position, with the occasional onsite meetings. We do have a physical office space that you can work from, if you’d like.
Education:
- Bachelor’s (Preferred)
Work Location: Multiple Locations