End User Service Desk Supervisor

$81,962 - $122,932/Yr

Exec Office of Technology Services and Security - Chelsea, MA

Full-time - Mid Level

Remote - Chelsea, MA

About the position

The End User Service Desk Supervisor at the Executive Office of Technology Services and Security (EOTSS) is responsible for managing the EUS Service Desk team, ensuring the delivery of excellent customer service and technical support. This role involves overseeing a 24/7/365 call center, monitoring performance metrics, and collaborating with other support teams to enhance customer experience. The supervisor will also provide training and feedback to staff, manage scheduling, and handle escalations as needed.

Responsibilities

• Directly manage and oversee the EUS Service Desk staff and activities.
• Monitor performance metrics through daily dashboards and reports.
• Collaborate with the Service Desk Manager and other support teams to resolve customer issues.
• Provide feedback and training to team members to meet goals and expectations.
• Schedule and organize shifts to ensure appropriate staffing levels.
• Prepare scheduling forecasts for high-peak periods.
• Identify and recommend equipment and software to enhance job performance.
• Ensure adherence to procedures and quality standards through call monitoring.
• Submit regular performance reports to management.
• Facilitate staff development through reviews, recruitment, and training sessions.
• Provide technical support and handle escalations as needed.
• Run ServiceNow and ACD reports to assess trends and make operational corrections.

Requirements

• At least three years of experience in information technology customer service and end user support.
• Experience in a high-volume call center environment using a help desk ticketing system.
• Demonstrated experience with a ticketing system, preferably ServiceNow.
• Knowledge of supervisory techniques and ability to manage staff effectively.
• Excellent customer service skills and ability to communicate problems and resolutions clearly.
• Strong problem-solving and analytical skills.
• Exceptional time management and prioritization skills.
• Ability to maintain confidentiality and document processes meticulously.
• Excellent communication, writing, and presentation skills.

Nice-to-haves

• Experience in a supervisory role within an IT support environment.
• Knowledge of conflict management and negotiation skills.

Benefits

• Hybrid work schedule options
• Comprehensive employee benefits package
• Support for professional development and training