Service Desk Supervisor

4 weeks ago


Tampa, Florida, United States Konica Minolta Business Solutions Ltd Full time
Job Description Overview

Konica Minolta Business Solutions Ltd currently has an exciting opportunity for a skilled professional to lead our Remote Support Center (RSC) team. The RSC is a centralized group of engineers focused on providing remote support services to our nationwide client base. The ideal candidate will ensure that support requests are handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.

***Please note the working hours required will be Friday - Monday, 8am-6:30pm ET.***

Responsibilities
  • Drive to Meet and Exceed Organizational Service Level Objectives
    • Cost per Contact
    • CSC Utilization
    • Customer Satisfaction
    • First Contact Resolution Rate
    • Employee Satisfaction
    • Average Speed of Answer
  • Supervise a Team of Engineers
    • Client satisfaction
    • Service Delivery Quality
    • Mentoring/Coaching
    • Performance Monitoring Job functions
    • Manage the delivery process, performance, and quality of remote support services
    • Improve overall service delivery and quality through training and coaching
    • Improve efficiencies by analyzing remote support activities and proposing recommendations
    • Ensure processes exist and, when possible, are standardized and repeatable
    • Review, train, implement, and enforce Standard Operating Procedures
    • Ensure service levels are achieved and aligned with client agreements
    • Ensure customer expectations are met or exceeded
    • Frequently review individual metrics with team members
    • Identifying coaching or training opportunities to improve individual performance
    • Deliver annual performance reviews to RSC engineers
    • Provide management with performance reports
    • Measure, monitor and work to drive down call and task levels
    • Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
    • Supervisor are responsible for HR management functions
  • Excel in the Areas of
    • Remote support skills
    • Client service skills
    • HEROES values and corporate citizenship
    • Professionalism and punctuality
Qualifications
  • 2 Years of supervisory experience of a technical team or related experience
  • 2 or more years of providing remote support and troubleshooting experience
  • BA, BS or similar degree in computers/electronics or relevant experience
  • Knowledge of the following industry certifications is desired:
    • MCTS: Windows Server 2008
    • 1 Core Exam towards MCSA Server 2012
    • MCTS: Exchange 2010 -1 core exam towards MCSE: Messaging (Exchange 2013)
    • CompTIA Server+
    • MCITP: Office 365 Administrator
    • Cisco Certified Network Administrator (CCNA)
    • Apple Certified Technical Coordinator (ACTC)
    • Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
  • Strong interpersonal, written and oral communication skills
  • Strong facilitation, conflict resolution and investigative skills
  • Adept at reading, writing, editing, and interpreting technical documentation and procedure manuals
  • Ability to present ideas and solutions in user-friendly language
  • Highly self-motivated and directed
  • Proven analytical and problem-solving capabilities
  • Strong customer service orientation
  • Experience working in a team-oriented and collaborative environment

Konica Minolta Business Solutions Ltd is a leading provider of office technology solutions. We are committed to delivering exceptional customer service and supporting our clients' digital transformation through our expansive office technology portfolio.


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