Service Desk Operations Manager

4 weeks ago


Waukesha, Wisconsin, United States HCTec Full time
Job Summary:

The Service Desk Supervisor is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations. This role requires strong leadership and communication skills to supervise, develop, and guide service center analysts to ensure they provide outstanding customer service and execute tasks effectively.

Key Responsibilities:

Manage and direct the daily activities of designated assigned Service Center agents
Create and maintain a positive, collaborative, and engaging culture to attract and retain high-performing team members
Participate in activities related to attracting and retaining a high-quality team, including recruitment and pipelining, interviewing, training, and engagement/community activities
Onboard, and mentor new team members; ensure that the team members acquire the appropriate support, tools, and training to apply skills and knowledge on the job
Coach, train, and regularly communicate with agents, including recurring 1x1s, team huddles, call monitoring, coaching sessions, and other meetings
Ensure agents understand and comply with all call center objectives, performance standards, and policies
Carry out performance measurement and evaluation of all agents and leads to improve efficiency; document performance issues and follow progressive discipline process
Resolve client and internal complaints and questions for assigned client(s)
Coach and mentor staff with career development, establishing competencies and skills, and identifying training needs
Communicate solutions, successes, best practices and opportunities within the team and larger Managed Services organization
Support special projects (e.g., new client implementations) as required

Requirements:

Minimum 3 years' experience working within a call center environment
Minimum 1 year experience in healthcare preferred
Minimum 1 year experience with HCTec preferred
Current valid State Drivers' License

Additional Information:

This role works with the Associate Managers, other Service Desk Supervisors, and members of the operations team to ensure the success of the service center. The Service Desk Supervisor must have a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).

  • Waukesha, Wisconsin, United States HCTec Full time

    Job Summary:The Service Desk Supervisor at HCTec is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations. This role requires a strong leader who can supervise, develop, and guide service center analysts to ensure they provide outstanding customer service and execute tasks effectively.Key...


  • Waukesha, Wisconsin, United States Generac Power Systems Full time

    Job SummaryWe are seeking a highly skilled IT Service Desk Supervisor to join our team at Generac Power Systems. As a key member of our IT department, you will be responsible for leading the Global IT Service Desk team and ensuring that end-users receive exceptional support.The successful candidate will have a strong background in IT service management,...


  • Waukesha, Wisconsin, United States Generac Full time

    Job SummaryWe are seeking a highly skilled IT Service Desk Supervisor to join our team at Generac. As a key member of our IT department, you will be responsible for ensuring the smooth operation of our Global IT Service Desk.Key ResponsibilitiesOversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of end-user...


  • Waukesha, Wisconsin, United States HCTec Full time

    Job SummaryThe Service Desk Supervisor is responsible for organizing and directing the daily activities of a designated team within the Service Desk operations at HCTec. This role requires strong leadership and communication skills to supervise, develop, and guide service center analysts in providing exceptional customer service and executing tasks...


  • Waukesha, Wisconsin, United States Generac Full time

    We are Generac, a leading energy technology company committed to powering a smarter world.Our company has a rich history of innovation, dating back over 60 years. From creating the home standby generator market category to our current evolution into an energy technology solutions company, we continue to push new boundaries.This role will be responsible for...


  • Waukesha, Wisconsin, United States Generac Full time

    We are Generac, a leading energy technology company committed to powering a smarter world.This role will oversee the delivery of the Global IT Service Desk support services enterprise-wide, ensuring courteous, timely, and effective resolution of end-user issues.Key Responsibilities:Manage the processing of incoming incidents to the Service Desk via service...


  • Waukesha, Wisconsin, United States Generac Full time

    Generac is a leading energy technology company committed to powering a smarter world.We are seeking a highly skilled IT Service Desk Supervisor to join our team. This role will be responsible for the delivery of Global IT Service Desk support services enterprise-wide.Key Responsibilities:Oversee the ongoing delivery of IT Service Desk support services to...


  • Waukesha, Wisconsin, United States HCTec Full time

    Job SummaryWe are seeking a highly skilled Service Desk Analyst II to join our team at HCTec. As a key member of our 24/7 call center environment, you will be responsible for providing timely and enthusiastic remote support to our IT customers.Key ResponsibilitiesInteract with customers to provide and process information in response to inquiries, concerns,...


  • Waukesha, Wisconsin, United States North Central Utility Full time

    Job SummaryWe are seeking a highly skilled and experienced Service Operations Manager to lead our service team at North Central Utility. As a key member of our management team, you will be responsible for overseeing the daily operations of our service department, ensuring that our customers receive exceptional service and that our team is equipped to meet...


  • Waukesha, Wisconsin, United States Aimbridge Hospitality Full time

    About This RoleAimbridge Hospitality seeks a seasoned Night Auditor Lead to drive front office operations at our Avid Hotel Waukesha. This is a part-time opportunity for a highly skilled individual to join our team and contribute to the success of our property.Job SummaryThe Night Auditor Lead is responsible for overseeing the preparation and disposition of...


  • Waukesha, Wisconsin, United States Paul Davis Restoration of SE W Full time

    Job Title: 2nd Shift Operations ManagerPaul Davis Restoration of SE WI is seeking a highly motivated and experienced 2nd Shift Operations Manager to join our team. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our 2nd shift team, ensuring seamless execution of projects, and driving business growth.Key...


  • Waukesha, Wisconsin, United States Walbec Group Full time

    About the Company:The Walbec Group, a family-led construction company, offers an exciting career opportunity as a Warehouse Operations Manager in Waukesha, WI. We are a multi-year Milwaukee Business Journal Best Place to Work honoree, committed to building a diverse and inclusive culture. Our team is dedicated to producing high-quality construction materials...


  • Waukesha, Wisconsin, United States Hottmann Construction Company Inc Full time

    Job Title: Fleet Operations ManagerJob Type: Full-timeDescription: Collaborate with all segments to ensure efficient decision-making that meets customer needs. Navigate and communicate equipment breakdowns or schedule complications. Maintain company equipment needs, including large trucks, crew trucks, small equipment, and small engines. Make financial...


  • Waukesha, Wisconsin, United States SFE- Southwest Foodservice Excellence Full time

    Job SummaryWe are seeking a highly skilled and experienced Kitchen Lead to join our team at SFE- Southwest Foodservice Excellence. The successful candidate will be responsible for overseeing the daily operations of the kitchen, ensuring that all food and products are prepared and served according to our high standards.Key ResponsibilitiesFood Preparation and...


  • Waukesha, Wisconsin, United States Oakbrook Corporation Full time

    Property Manager Job SummaryOakbrook Corporation is seeking a skilled Property Manager to oversee the day-to-day operations of our residential properties. As a key member of our team, you will be responsible for leasing, rent collection, and tenant relations.Key Responsibilities:Oversee property maintenance and coordinate with vendorsConduct regular property...


  • Waukesha, Wisconsin, United States Ampersand Inc Full time

    Job OverviewAmpersand Inc is seeking a highly skilled Senior Financial Manager to join our team. As a key member of our financial operations team, you will play a crucial role in ensuring the accuracy and timeliness of our financial activities.Key Responsibilities:Perform daily operations of the financial department, ensuring accurate and timely posting and...


  • Waukesha, Wisconsin, United States Walbec Group Full time

    Warehouse Supervisor Job DescriptionAt the Walbec Group, we are seeking a highly skilled Warehouse Supervisor to oversee all warehouse operations, including shipping, receiving, and inventory management. This role requires strong leadership and organizational skills, as well as the ability to communicate effectively with customers and vendors.Key...


  • Waukesha, Wisconsin, United States 4M Building Solutions Full time

    Job SummaryAs a Field Operations Manager at 4M Building Solutions, you will oversee management at accounts in assigned areas, supporting the achievement of the annual corporate profit goal. You will meet and exceed area's annual revenue & profit goal, achieve account retention, establish long-term relationships with customers, and recruit, manage, and...


  • Waukesha, Wisconsin, United States Tuffy Tire & Auto 39015 Full time

    Job DescriptionAt Tuffy Tire & Auto 39015, we are seeking a highly skilled Automotive Service Manager to join our team. As an Automotive Service Manager, you will be responsible for all activities along with the Store Manager to achieve positive sales and profit results. In the absence of the Store Manager, you will be the Manager on Duty. Your primary focus...


  • Waukesha, Wisconsin, United States Noodles & Company Full time

    Overview:Noodles & Company is a fast-casual restaurant that prides itself on using real ingredients. We're looking for a Shift Manager to motivate, coach, and work alongside our teams. Our mission is to always nourish and inspire every team member, guest, and community we serve.The Perks:As a Shift Manager, you'll be part of an amazing leadership team where...