IT Service Desk Supervisor

Location: Santa Ana, CA

Skills: service desk leadership, travel, (B2C)

Job Description

Why you want to work here:

  • Commitment to diversity and promoting from within. The company offers programs to help its team grow professionally and achieve their career goals.
  • Recently names to the Fortune 100 Best Companies to Work For
  • Highly competitive compensation and comprehensive benefits/perks plans.

What You Will Do

  • Manage service delivery processes in identifying, prioritizing, and resolving customer service requests and incidents
  • Build and supervise a remote sub-team of consumer-facing support analysts to resolve incidents
  • Manage efficient flow of contact volume through phone, chat, email, voicemail and self-service
  • Ensure that work is delegated and requests are completed/resolved in a timely fashion.
  • Advocate and ensure a knowledge-centered support approach in delivering world-class customer service
  • Occasional travel to visit and manage remote staff

What Gets You the Job?

  • 3+ years' experience as a help desk manager or supervisor where responsibilities included both onsite management as well as managing a remote team
  • Bachelor’s Degree
  • Prior experience setting standards, developing guidelines, and explaining policy
  • Interest and experience in process improvement and innovation
  • Flexibility in travel to Arizona visit and manage remote staff (every other week)
  • B2C support experience is nice to have
  • Excellent communication, customer service, and analytical skills (ability to delegate tasks and solve problems in a timely manner)
  • Preferred certifications: HDI Support Center Analyst or Team Lead Certification, Knowledge Centered Support (KCS) Certification, ITIL Foundation Certification 

Keywords: Service desk leadership, travel, B2C

Compensation: $86,000 Per Year

For immediate consideration please click Apply or email resumes to:

Jennifer Carlson
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