Senior Supervisor, Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Service Desk and call center team, which includes responsibilities for staffing, training, supervision, and performance assessment.

• Take charge of talent management for the team - including recruitment, onboarding, career development, and succession planning - to cultivate a high-performing and engaged support organization.

• Direct reports may be located in the United States and/or India, either working remotely or from an MRO corporate office.

• Manage daily operations of the Service Desk and call center across our integrated support platforms (Freshdesk and Jira Service Management (JSM)) to address reported technology-related user issues.

• Implement efficient ticket and call triage, assignment, diagnosis, escalation, and resolution processes.

• Monitor SLA and other performance metrics.

• Provide escalation management in collaboration with other Support Supervisors to review and expedite resolution of requested support items by coordinating with individual contributors and leaders both within and outside of Support Operations.

• Train and mentor Service Desk Analysts and call center agents to enhance their troubleshooting, phone handling, and customer service skills.

• Offer real-time support and guidance to ensure optimal user outcomes.

• Utilize analytics and reporting through Freshdesk and JSM to identify patterns and trends in ticket and call volumes, taking necessary proactive measures to address both short-term and long-term issues affecting user experience.

• Support users' technical platforms, including hardware (such as BYOD equipment), virtual desktop environments, standard software applications, MRO applications, internet/networking, access/security, etc.

• Facilitate technical onboarding for new employees.

• Establish documented processes and systems for the Service Desk and call center that span Freshdesk and JSM, ensuring consistent achievement of targeted SLA performance, staff productivity, client/stakeholder satisfaction, quality, and other operational metrics.

• Collaborate cross-functionally to encourage teamwork in developing continuous process improvement initiatives that enhance the team's operational performance, customer service, and morale.

• Provide direct ticket resolution support when staffing levels or demand necessitate. While this is not the Supervisor's primary duty, all MRO technology Support Operations leaders are expected to assist as needed to meet business objectives, reduce downtime, and maintain high customer satisfaction.

• Flexible availability is expected, with the potential for occasional evening and weekend shifts.

⛳️ Requirements

• A minimum of 5 years of experience in a system/service desk support role, including within call center environments.

• At least 2 years of current or previous supervisory or management experience leading a technical Service Desk or call center team, encompassing talent management responsibilities such as hiring, coaching, and/or performance management.

• Practical experience with Freshdesk, Jira Service Management (JSM), or similar integrated ticketing/call center platforms.

• Proficiency in procuring and analyzing data, creating analytics and reporting, and identifying trends.

• Current or past experience supervising a remote workforce.

• Ability to efficiently manage competing priorities while maintaining a sense of urgency.

• Exceptional communication skills with both internal and external customers.

• Service-oriented mindset – Actively seeking ways to assist others; demonstrating initiative and proactivity.

• Enjoy problem-solving and maintain resilience when encountering obstacles.

🏝️ Benefits

• Eligible employees may also receive an annual cash bonus.

• Comprehensive benefits package, including medical, dental, vision, life insurance, and a 401(k) plan.