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IT Service Desk Supervisor
at KellyConnect
Alexandria, LA

IT Service Desk Supervisor
at KellyConnect
Alexandria, LA

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Job Description

The IT Service Desk Supervisor is responsible for employee leadership and operational efficiency.  The supervisor will oversee day to day operational management of IT analysts , with a focus on contractual SLA/SLO attainment while ensuring that direct reports adhere to attendance, conduct, and performance guidelines. 


Duties and Responsibilities:

  • Review contact center system data to ensure SLO/SLA's are maintained.
  • Monitor productivity of customer service agents/analysts.
  • Provide support to analysts for user escalation requests.
  • Answer questions and recommend corrective services to address customer complaints.
  • Study and standardize procedures to improve efficiency of team.
  • Analyze Quality Assurance data and create issue resolution. 
  • Set employees strategic direction, goals, and development.
  • Conduct monthly one-on-one’s.
  • Conduct mid-year and annual performance reviews.
  • Provide daily coaching to direct reports to increase performance.
  • Interview new hire candidates.
  • Establish and schedule new hire training.
  • Participate in salary review and assist with financial decisions impacting the team.
  • Stay abreast of industry standards and trends.
  • May lead and/or provide work direction to other employees that do not directly report to you. 
  • May provide input to performance evaluations and development plans for non-direct reports
  • May provide input on financial decisions regarding the use of vendors, or technologies employed within the support organization.  
  • Will provide assistance to management with financial decisions regarding, contractor/temporary employee expense, indirect staffing related expenditures and salary administration.
  • Delivers recognition awards to team members.
  • Assists with Workforce Management and Agent Schedules.
  • Provides real time analyst attendance and schedule adherence feedback.
  • Ensure all steps of disciplinary action, including terminations and performance improvement plans.
  • Work closely with branch to recruit and retain quality agents.



Minimum Education Required:  Bachelors Degree or equivalent                         

Minimum Years Experience Required: 1-3 years experience in a Contact Center/Call Center /IT Service Desk environment


Skills Required:  

  • Requires supervisory or management experience in a staffing or IT Service Desk
  • Strong focus on process, metrics, and meeting objectives while managing expenses
  • Ability to be proactive and anticipate needs within each area listed above
  • Ability to multitask and problem solve 
  • Have extensive and superior customer service skills
  • Strong Communication and Interpersonal skills
  • Strong Team Leadership and Motivational skills
  • Knowledge of Work Force Management, Quality Assurance, and Service Desk Technologies strongly encouraged.
  • SAP support Knowledge a plus

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