Service Desk Supervisor

At FORTÉ, every role plays a part in reimagining how the modern workplace works. Whether you're on the front lines with customers or behind the scenes making things run, your work helps people connect, collaborate, and get things done. From classrooms to control centers, we design and deliver the systems that power smarter, more connected workplaces – and it all starts with the people who make them possible. FORTÉ (formerly AVI Systems) is a 100% employee-owned company with 50+ years of experience and a bold new identity.

The Service Desk Supervisor plays a pivotal role within FORTÉ by serving as the Managed Services operational leader responsible for customer support, resource allocation and management of the service component for several FORTÉ Business Units. This position will also act as a liaison between the business unit operations team, tiered support subject matter experts, and the central service desk. This role will support the Managed Services organization as a whole, but the core focus of the position will be around Tier 1 and Tier 2 support for leadership of the Central support team.

What You'll be Doing:

We are seeking a proactive and detail-oriented Service Desk Supervisor to join our Managed Services Team. This position will take a key leadership role in developing common tracking and reporting tools and processes to measure performance based on Key Performance Indicators (KPI's) for our Service business. This role will work cross functionally with other teams to ensure we have a relevant services portfolio, and priorities that will improve our value proposition against our competition.

• Oversee a team of Service Delivery Coordinators
• Track regular reporting activities for incident queue health (aging, delinquent, non-updated), open/closed incident volume, room/system uptime, health checks, and any other quality concerns as it relates to the optimum health of our customers' audiovisual estate
• Report and address any major outages or escalations as a lead
• Manage service workload of coordinators and general staffing needs to ensure proper technical skills and development of the staff meets the required need to support the customer
• Perform annual performance reviews for all direct reports; input and guidance are provided to the performance review process for all service technicians that provide service but do not fall under direct supervision
• Provide service metrics and service trend analysis with collaboration from Account Managers, Program Managers, and other Support Personnel
• Conduct Monthly and/or Quarterly Business Reviews (MBR/QBR) with the Account team and the customer. The reviews are led in a strategic fashion to incorporate service results, processes, and initiatives

What You Bring to Assure Success:

• Ability to create and develop collateral and service presentations, business correspondence, and reporting procedure manuals
• Ability to work collaboratively with colleagues and staff to create winning strategies
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
• Proficient in ITSM/ITIL definitions, operations and methodologies
• Ability to solve business and organizational problems and deal with a variety of variables
• Strong service development, service management and honed skills in building working relationships with cross functional teams
• Experience with communicating effectively with different customer levels up to, and including, C-level executives
• Technical experience in Audio-Visual, Unified Communications, Digital Signage, IT systems infrastructure, call control, firewall traversal, network architecture, network management, firewalls and IT security is preferred

This job description is designed to outline the main duties and responsibilities associated with the role but is not exhaustive. Other duties may be assigned as necessary

Why Should You Apply?

At FORTÉ, your work matters, and it's easy to see the impact you make. That's because we're 100% employee-owned, and everyone here has a stake in how we show up – for each other, our customers, and the future we're building. You'll join a team that values your strengths, supports your growth, and shares your commitment to doing work that moves people and organizations forward. With bold momentum and a clear mission, FORTÉ is a place where you can bring your best – and build what's next.

The benefits of ownership

At FORTÉ, you're not just covered – you're supported. Our employee-owners have access to a comprehensive benefits package designed to protect your health, grow your wealth, and help you do your best work.

Here's a look at what we offer:

• Healthcare, vision & dental coverage to keep you and your family well
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
• Employer-paid life and disability insurance for added peace of mind
• 401(k) with company match to invest in your future
• Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
• Tuition reimbursement and ongoing learning opportunities to support your growth
• Employer-paid employee assistance program to care for your physical, mental, and financial health
• Paid time off that helps you truly disconnect

FORTÉ is an equal opportunity employer, including individuals with disabilities and veterans.