Supervisor Service Desk

Description
Provides leadership and oversight to the Service Desk Support group. Provides assistance to customers, addressing trouble tickets and related calls, emails and chat requests. Assists customers in placing orders and provides information about order status, changes and returns. Addresses customer generated questions, comments or complaints about DN products and services.

Responsibilities
Provides front-line, supervision to a Service Desk team. Within defined operational guidelines, completes technical and administrative tasks. Ensures compliance with established Service Desk and company standards, policies and procedures. Assigns tasks and verifies accuracy of work, establishes deadlines for completing assignments, provides training and guidance and may spend a portion of time performing the work of the team. Monitors daily progress and status of the Service Desk team, making adjustments to ensure quality and a high level of customer service. Evaluates team members against operational goals and transactional success measures. Involves higher level management in decisions and issues that require additional experience or are particularly complex.

Qualifications

Required Qualifications

Bachelor's Degree or equivalent work experience required. Typically has 4-6 years of experience in Service Desk Support. Fluent business English skills (Written and spoken).