Helpdesk Supervisor
Helpdesk Supervisor is responsible to ensure their team is applying developed best practices with a focus on delivering the optimum customer experience within the day-to-day operation of the Global Service Operation team.
The Supervisor is responsible for both employee engagement and the day to day, end-to-end customer experience. The Supervisor assists the Manager with process creation and alterations, employee performance management, technical enquires, customer escalations and the successful facilitation of the expected future growth and expansion of the video managed services team. This role involves working closely with colleagues across other Global Service Operation Centres (GSOC) with similar capabilities and the wider AVI-SPL group to make best use of the extensive skills base. We are seeking confident, highly motivated achievers and experienced leaders of technical staff coupled with significant experience (or equivalent) of working in the AV/VC industry.
Duties And Responsibilities
- Manage a team of Technical Service Representatives and Technical Service Engineers
- Manage attendance and shift coverage to ensure seamless service assurance
- Act as an escalation point for customer issues and internal video queries
- Ability to recognize threats to the service at a local or functional level, e.g. customer impacting events, incidents, problems, competitors etc. and act upon these accordingly
- Technical and administrative trainer, mentor and coach
- Assist in the creation, development and editing alongside the enhancement of all relevant and required documentation, including Standard Operating Procedures and training material.
- Ensure documentation processes and procedures are maintained in accordance with customer and company requirements and to reinforce them within the team
- Maintain familiarity with customer/partner MSA to ensure proper process adherence
- Deliver best practice service levels across the team and ensure that staff are meeting or exceeding all contractual SLAs
- Assist the individual in the team's Key Performance Indicators (KPIs) for successful engagement and execution
- Collate reports, analyze data and maintain KPIs to measure service, individual and team performance and take appropriate and according performance management actions
- Ability to give honest, balanced feedback and recognize and provide praise for team performance through performance management
- Promote and drive team collaboration and maintain team morale
- Provide updated communications to the team in a clear and confident manner
- Ensure every team member completes and maintains a skills gap analysis and has a personal training and development plan which is reviewed regularly with Management
- Provide performance review input through conducting regular 1-on-1 meetings with all direct reports
- Establish productive and professional relationships with key personnel in strategic customer accounts
- Maintain active cases in their personal queue
- Assist in creating root cause analysis (RCA) documentation in accordance with performance issues or SLA violations and implement preventative actions
- Participate in and support internal and external projects
- Assist Management in dealing with underperformance and undesirable behavior
- Maintain a high level of technical aptitude and certifications
- Participate in technical interviews and provide input to the hiring manager
- Bring actions to a successful conclusion by supporting the team/individuals
- Set high performance standards, a positive can-do attitude and a passionate and energized work ethic for themselves and their team Key Skills
- Ability to negotiate conflict and maintain constructive working relationships with people at all levels of an organization
- Excellent structured incident and problem-solving skills
- Ability to balance multiple tasks with changing priorities
- Ability to work and think independently and meet deadlines
- Strong organizational skills and excellent attention to detail
- Must have clear and professional communication skills (written and oral)
- Effective communication and interaction with employees, customers and colleagues and the ability to work effectively with all levels of an organization
- Demonstrated customer service focus and client communication skills
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and can occasionally be required to travel.
