Service Desk Supervisor

Service Desk Supervisor If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our Service Desk Supervisor role. Primary Purpose and Function The overall performance objective of the Service Desk Supervisor is to provide strong leadership, coaching and development for the Service Desk team that primarily works onsite with clients. In doing so, the Supervisor helps accomplish the mission of the firm by ensuring that customers are completely satisfied with our work and recommend us to others, employees find their jobs challenging and their work environment to be collegial and fun, and work is accomplished according to company guidelines, applicable laws and best practices. The Supervisor must have strong people management skills with the ability to lead, train, mentor and motivate the team. They must understand all processes involved within their domain and continually look for ways to enhance the overall team skillset and improve the process and workflow within their area of assignment. They must have excellent communication skills and the ability to collaborate closely and effectively with the other Service Managers on the team who oversee other sections of the Service Desk including Calls or Scheduled Tickets and Escalations. This position reports to the Director of Client Services and will be hybrid, requiring 3-4 days at our coworking space in Pasadena (or HQ office if based in the Bay Area). Candidates must be based in the Los Angeles area (preferred) or the San Francisco Bay Area. Essential Functions and Responsibilities Staff Management Meet regularly with direct reports to discuss workload, performance, projects, etc., providing coaching and employee development as necessary; this may include technical training, feedback on communication and overall customer service skills Conduct formal performance reviews regularly with direct reports to discuss performance, identify opportunity for improvement and goals for the year Participate in hire and fire decisions; this may include interviewing candidates Train new employees on Xantrion policies, procedures, technologies, and resources Set priorities and manage day to day workload ensuring that service level agreements are being met Manage staffing, working with the Dispatch team to ensure proper allocation of resources Assist in resolving day to day technical issues as needed Follow up on negative CSATs by reaching out directly to the client and understanding what went wrong, and how we can make it right. Funnel this feedback, as appropriate, to the technician to avoid future issues Administrative Management Coordinate sick and vacation coverage Identify resources and/or develop training materials as needed Development, tracking and improvement of relevant metrics of team performance Approve timesheets Utilize company incident/change management systems Carry a smartphone and participate in rotating on call schedule as a manager Meet with your manager and direct reports regularly to discuss opportunities and achievements Encourage direct reports to engage in continuing education to enhance overall team skillset and experience Work independently on tasks with minimal guidance Recommend process and technology improvements, as appropriate Deliver regular status updates to support team, management, and customers Performs other duties or special projects as assigned Position Requirements Formal Education & Certification Bachelor’s Degree or relevant professional experience, required Knowledge & Experience 5+ years of relevant work experience 2+ years of previous people management experience or in a Lead position preferred Strong leadership skills with the ability to coach, train and motivate a team Experience providing employee feedback around performance and working through development opportunities Excellent communication skill Basic technical understanding of the following concepts preferred: Managing Windows servers in diverse environments Microsoft Active Directory and Exchange mail servers IP networks and IP addressing SMTP, DNS, DHCP, VLANs, and routing VoIP Strong diagnostic and analytical skills Ability to quickly and accurately determine incident scope and impact Ability to multitask with an appropriate sense of urgency Strong understanding of human resource management principles, practices, and procedures, including experience interviewing, hiring and firing decisions preferred Personal Attributes Strong written, oral, and interpersonal communication skills Ability to present ideas in business-friendly and user-friendly language Ability to follow established operating procedures Strong attention to detail Experience working in a team-oriented, collaborative environment Demonstrated interpersonal skills, able to foster strong relationships internally and externally Ability to work constructively with others as part of a team Demonstrate a positive attitude Efficient time management skills Performance Metrics Performance will be based on the following information: External customer satisfaction scores for your direct reports Manager review of goal achievement Physical Demands Sitting for long periods of time Frequent alpha/numeric keyboarding Moving personal computers, servers, and battery backup systems, up to 75 pounds. Oral communications over the phone and in person Ability to view a computer monitor Periodic travel to customer offices Regular travel to Xantrion HQ Company Policy and Procedure Compliance Follow and support all company policies and procedures as well as all local, state, and federal laws Maintain confidentiality of company and customer records and information at all times Maintain a professional image, in line with company dress code policy Benefits 100% of medical, dental, and vision for you and your family. Certification and training reimbursement. 17 Days PTO per year (in addition to training allowance). 401K match up to 4% of salary. Bonuses for referring new clients or employees Salary $75,000 to $90,000 per year.