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Service Desk Customer Service Supervisor 🔥


The Help Desk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.
The Lead develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management.
The Help Desk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.
The Help Desk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.
WORK EXPERIENCE REQUIREMENTS Help Desk Leads should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.
Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties.
Ability to work shift and on-call work, which may include overnights and weekends to support 24/7/365 operations.

The Customer Service Supervisor functions as a supervisor as well as a senior Call Center Technician. This position is responsible for ensuring all tickets handled by Tier 1 Technical Support are handled promptly and effectively. The Help Desk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.

The Lead develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management. The Help Desk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.

The Help Desk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.

WORK EXPERIENCE REQUIREMENTS

Help Desk Leads should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills. Excellent problem-solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting and troubleshooting Windows computers. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance. Ability to work shift and on-call work, which may include overnights and weekends to support 24/7/365 operations.

EDUCATION REQUIREMENTS

Help Desk Leads should have a HS Diploma or GED. CompTIA A+ (IT Technician Designation) certificate required and Microsoft Office Specialist (MOS) (Access, Excel, PowerPoint, or Outlook) certification. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

Job Type: Full-time


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