TTEC · 3 months ago
Supervisor, Helpdesk-Service Desk
United States
Full-time
Remote
Mid LevelTTEC is a company focused on enhancing customer experiences through a blend of technology and human interaction. As a Supervisor in Helpdesk-Service Desk, you will manage incident and problem management solutions, ensuring adherence to procedures and driving efficiency within the team.
ConsultingInformation TechnologyOpen SourceOutsourcingSoftwareWealth Management
Responsibilities
Follow as well as modify if necessary our incident and problem management policies, processes and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents
Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system
Perform call reviews and develop plans to further development
Negotiate and prioritize work incidents [urgency vs. impact]
Drive and manage interactions with key primary vendors
Qualification
Required
Incident Management and Problem Management experience operating under the ITIL framework process is required
Experience with CRM applications is required
Exceptional client interfacing skills is required
Experience managing and mentoring tactical and technical resources
Strong experience performing trend analysis and providing reporting metrics and data to show root cause
Prior experience generating Standard Operating Procedures and Process Flows
Preferred
Call Center Operations Management experience is preferred
Company
TTEC
TTEC is one of the technology and services innovators that provides end-to-end, digital CX solutions.
Founded in 1982
10001+ employees
H1B Sponsorship
TTEC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (3)
2022 (4)
2021 (1)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$1.61B2021-11-23Post Ipo Debt· $1.5B
2019-12-06Post Ipo Equity· $110M
1996-08-09IPO
Leadership Team
Kenneth I. Tuchman
Chairman and CEO
Judi Hand
Chief Revenue Officer
Recent News
2025-12-31
Company data provided by crunchbase