Supervisor, Service Desk
About The Opportunity
At Netrix Global, the Supervisor, Service Desk is the person responsible for the day-to-day operations of the Service Desk, specifically the people management of Service Desk Analysts, floor management, and enforcement of departmental policies. This individual provides the day-to-day leadership of the Service Desk operations and acts as an advocate for the Service Desk analysts, focusing on improving internal team and individual performance goals and service level performance to customers. Responsibilities also include measuring and coaching Service Desk Analysts on operational efficiency, call control practices, and the use of support tools such as the knowledge base and ticketing system. The Service Desk Supervisor will coordinate scheduling using the workforce optimization and reporting tool. This will include proper scheduling for holidays, PTO, and on-call coverage. This is a hybrid role that includes travel to the Netrix Global Cebu office when needed for Netrix Global or customer-facing duties that require an in-office presence.
Location: This job will mostly be remote, but the candidate must be in the Cebu province in the Philippines, with the ability to go into the Netrix office in Cebu
How You Will Make An Impact
Team Leadership
- Empower the team of Service Desk Analysts to successfully fulfill contract commitments
- Ensure the Service Desk is staffed appropriately to provide 24x7 coverage to respond to calls, emails, service requests and alerts in a timely fashion.
- Recruit, hire and manage resources required to successfully deliver Netrix Managed Services contracts
- Perform scheduling of Service Desk Analysts, including approving vacation requests and obtaining coverage for open shifts and holidays. Including on-site personnel if applicable
- Provide coaching and performance management for Service Desk analysts and onsite analysts
- Conduct employee reviews in a timely manner and provide performance counseling or employee release as required
- Uphold and drive department policies such as the 4 Step Performance Management, Ticket Triage, and Open Ticket processes.
- Coordinate new employee training schedule and assign final work schedule
- Provide support during off-hours for personnel-related issues
- Provide back-up support for Service Desk Manager in their absence
Service Delivery
- Provide floor leadership and daily supervision in ensuring analysts are ready and available to receive/respond to calls, service requests, and alerts.
- Review daily operational reports to ensure proper response and resolve metrics are being met. Adjust and dedicate proper resources to mitigate support gaps.
- Monitor ACD to ensure proper coverage to meet client specific SLA metrics
- Make adjustments to Service Desk Analyst ACD skill sets when needed and schedule training related to any skill set changes
- Work with the Service Delivery Leaders to resolve support gaps or needs specific to the SDL’s clients.
- Serve as the main in country contact for customer facing PC Depot services that Netrix is contractually bound to, assisting in performing PC Depot tasks, training, and scheduling of trained resources to go to the Cebu office to complete PC Depot work.
Communication
- Provide timely and thoughtful responses to all client and employee issues brought to your attention
- Initiate and coordinate individual and team meetings as needed
- Communicate all on-going personnel status to Service Desk Manager
- Communicate all on-going service delivery issues to Service Desk Manager and SDL’s
- Assist Service Desk Manager in formulating management reports by providing pertinent information
- Schedule, attend, conduct, and document quarterly “one on one” meetings
- Identify and provide reporting on key performance metrics for Service Desk Analysts
- Communicate, review, and drive use of the correct AUX codes to define time out of the queue.
Process Improvement
- Understand best practices and Netrix methodology in order to provide reliable service and continuous service improvement
- Work with Service Desk Manager and Service Delivery Leaders to develop and maintain on-going departmental processes and procedures
- Contribute to process improvement of day-to-day operations, training, and scheduling of resources
What You Will Bring To The Table
- Knowledgeable on the key service solutions provided by Netrix
- College degree or equivalent experience
- Three to Five years' management experience
- Excellent oral and written communication skills. Ability to communicate to various levels within the company.Ability to maintain positive and cooperative working relationships with customers and Netrix team members.
- Good organizational and analytical skills
- The ability to react appropriately and quickly to unanticipated situations. Aptitude and desire to work in team environment.
- Must possess decision making ability
- Work requires continual attention to detail
Interaction
- Collaborate with other Netrix teams to resolve issues
- Collaborate with SDMs for training and process improvement purposes
- Collaborate with other Netrix managers to support corporate objectives
Impact
- The role of Supervisor, Service Desk is significant in helping to ensure Netrix is providing consistent and effective service to clients. The focus of this role is to provide a first line leader for the day-to-day activities of the team. It addresses the areas of communication, service delivery, operations, and employee requests/requirements.
Work Hours/Shift: Candidate will need to be flexible with their hours. At this point, it will either be Sun, M, Tu, W, Sat 4pm - 1am EST or M - F 10:30pm - 7:30 am.
About Us
At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com