About the role
What can you expect in a IT Help Desk Supervisor role with TaskUs:
The IT Help Desk Supervisor is primarily responsible for optimizing the efficiency of the Help Desk operation and overseeing the day-to-day Help Desk activities and projects.
The IT Helps Desk Supervisor works with the Help Desk management team to deliver best-in-class practices and develop policies, procedures, and standards for the Help Desk. They will maintain relationships to monitor and maintain the satisfaction level of team members in various aspects of the business and prepare reports on Help Desk performance. They assist with guidance and validation of support criteria and service delivery definition, analysis and changes to existing procedures and policies and participate in employee training needs.
As the IT Help Desk Supervisor, you will play a crucial role in coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties around reporting and analytics. This includes Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should display strong communication skills, including verbal and written communication. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives.
Key Responsibilities:
- You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
- Lead, coach, and supervise Help Desk team members daily to improve customer service, satisfaction, and increase overall efficiency of the operations.
- Monitor and improve morale and overall job satisfaction of the Help Desk staff.
- Train and transfer knowledge to Help Desk team members.
- Support and assist Help Desk Agents with their key duties and responsibilities.
- Work closely with the Help Desk Manager to ensure all service level objectives and KPI’s are measured, and Agents receive the continued training required to improve in the role.
- Take appropriate action to follow up on resolving customer issues.
- Provide supervision of Agents and allocate resources effectively to meet support demands.
- Complete the daily duties for administration as the onsite lead for the Help Desk.
Preferred Qualifications:
- Excellent knowledge of Help Desk Services operations, processes, workflows, and procedures.
- Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics.
- Critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations.
- Verified knowledge of IT Service Management to guide and improve Level 1 support teams effectively.
- Self-motivated with a strong work ethic and can solve complex and cross-functional problems.
- Verifiable experience in developing support teams and coaching employees to meet achievable goals.
- Some after-hours and weekend work as needed.
- Can start ASAP.
Education / Certifications:
- Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience.
Work Location / Work Schedule / Travel:
- Las Pinas
- 100% onsite work setup
- GY Schedule (Rotational as needed)
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