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Company

Original Job Post

Diversified · 3 days ago

Service Desk / NOC Supervisor

Boston, MA

Full-time

Onsite

Entry Level

1+ years exp

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Responsibilities

Responsible for 24 x 7 service desk intake operations.

Provide daily direction and communication to the team to ensure timely & quality execution against client contracts and SLA’s.

Monitor calls and identify opportunities for training.

Deliver committed SLAs across all channels.

Maintain the highest level of customer satisfaction.

Review tickets, calls, emails and chats for procedure, process, and documentation accuracy.

Collaborate with Manager/Director to track, measure and attain KPI’s.

Would report to Director and works with all the Service Desk managers to drive operational nuances both upstream and downstream.

Daily direction and communication to the team to ensure all inbound transactions are responded timely and efficiently.

Follow and implement all directives, policies and procedures issued by management.

Identify, assign, and follow up on work activities of team members.

Communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information.

Will be a people manager whose role will include approving PTO and staff schedules.

Recommend agent promotions to leadership.

Recommend agent award recognition to leadership.

Works as an escalation point for their team for any technical or logistical issues.

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Responds to and resolves employee issues expressed by team members.

Uses appropriate judgment in upward communication regarding department or employee concerns.

Ensures employees have appropriate training and other resources to perform their jobs.

Works with the Manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

Provides performance feedback and coaching regularly to each team member.

Works as a member/leader on special or ongoing projects that are important to area/process improvement.

Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

Qualification

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Service delivery experienceTechnical supportAudio-visual systemsCorporate video systemsIT systemsRapid growth environmentMicrosoft Office Suite proficiencyBasic troubleshootingProblem-solvingHard-workingDetail-orientedProcess-drivenSelf-starterHighly organizedSense of urgencyFlexibleOpen to feedbackAccountableReliableTakes ownershipExceptional interpersonal skillsCommunication skillsAble to work in stressful situationsAble to think outside the boxCrestronDanteITILAVIXA CTSCCNACMS