Service Desk Supervisor

Service Desk Supervisor

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs. 

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency.  Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction. 

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls. 

Position Summary

The Service Desk Supervisor will play a crucial role in ensuring the smooth and efficient operation of our service department, overseeing the delivery of exceptional customer service, supervising a team of service technicians, and optimizing processes to enhance customer satisfaction and business growth. The ideal candidate should possess strong leadership skills, excellent communication abilities, and a deep understanding of service operations.

Key Responsibilities

Team Leadership:

• Supervise and mentor a team of service desk technicians and support staff.
• Foster a positive and collaborative work environment, encouraging teamwork, growth, and professional development within the team.
• Provide constructive feedback and implement training programs to enhance team skills and expertise.
• Ensure adequate staffing levels and manage scheduling to meet service demands effectively.

2. Customer Service Excellence:

• Oversee the delivery of high-quality customer service by the service team, ensuring that customer expectations are consistently met or exceeded.
• Address and resolve customer concerns and complaints promptly, demonstrating a commitment to customer satisfaction.
• Establish and maintain strong relationships with customers, addressing their needs and providing solutions to enhance their overall experience.

3. Service Operations Management:

• Help to streamline workflows and improve efficiency while maintaining quality standards.
• Monitor and analyze service performance metrics, such as response times, resolution rates, and customer feedback, to identify areas for improvement.
• Collaborate with leaders to ensure smooth coordination of service activities, such as inventory management, parts ordering, and scheduling.

4. Technical Expertise:

• Maintain a solid understanding of the products and services offered, staying updated on industry trends and technological advancements.
• Provide technical guidance and support to service technicians, assisting in complex troubleshooting and problem-solving.

5. Budget and Resource Management:

6. Compliance and Safety:

• Ensure compliance with all relevant industry regulations, safety standards, and company policies.
• Ensure the team is following safety protocols and provide training to ensure a safe working environment for service technicians and customers.

7. Reporting and Documentation:

• Maintain accurate and up-to-date records of service activities, including maintenance logs, service reports, and customer interactions.
• Generate regular reports on service performance, presenting insights and recommendations to senior management.

8. Continuous Improvement:

• Proactively identify opportunities for process improvements, customer service enhancements, and cost-saving measures.
• Drive initiatives to implement best practices and innovative solutions to elevate the overall service department performance.

Qualifications

• Proven experience in service or a related role.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Analytical and problem-solving skills to address operational challenges and implement effective solutions.
• Proficiency in using service management software and tools.
• Technical knowledge in the relevant industry or product line is preferred.
• Strong organizational skills and attention to detail.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Familiarity with resource allocation.
• Knowledge of safety regulations and compliance standards.
• Strong business acumen and strategic thinking.

Physical Requirements

• Sitting: Ability to be able to sit for long periods of time.
• Lifting: Ability to lift equipment and or tools up to 20 pounds.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.