End User Service Desk Supervisor

State of Massachusetts - Chelsea, MA

Full-time - Mid Level

Remote - Chelsea, MA

Executive, Legislative, and Other General Government Support

About the position

The End User Service Desk Supervisor at the Executive Office of Technology Services and Security (EOTSS) is responsible for managing the 24/7/365 staff and activities within the EUS Service Desk call center. This role focuses on ensuring excellent customer service and technical support for reported incidents and requests, while also monitoring performance metrics and collaborating with the Service Desk Manager to enhance customer experience.

Responsibilities

• Manage and oversee the EUS Service Desk call center staff and activities.
• Set targets for call center agents in alignment with team goals and KPIs.
• Schedule and organize shifts to ensure appropriate staffing levels.
• Prepare scheduling forecasts for high-peak periods, including holidays.
• Identify and recommend equipment, software, and tools to enhance job performance.
• Ensure adherence to procedures and quality standards through call monitoring.
• Submit regular performance reports to management with improvement strategies.
• Facilitate staff development through performance reviews, recruitment, and training sessions.
• Provide technical support, including handling escalations and major incidents.
• Run ServiceNow and ACD reports to assess trends and improve service.

Requirements

• Three (3) years of experience in an Information Technology specific support environment.
• Two (2) years of experience in a high-volume call center environment using a help desk ticketing system.
• Demonstrated experience with at least one 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.
• Methodical approach to following documented procedures and instructions.
• Strong problem-solving and analytical skills.
• Ability to adjust to changing situations and meet emergencies.
• Meticulous documentation skills for tickets and processes.
• Exceptional time management and prioritization skills.
• Ability to maintain confidentiality and professionalism in communication.

Nice-to-haves

• Experience with ServiceNow ticketing system is desirable.
• Proven conflict management and managerial skills.

Benefits

• Comprehensive employee benefits package including health insurance, retirement plans, and paid time off.