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Become A Service Desk Supervisor

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Working As A Service Desk Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $79,000

    Average Salary

What Does A Service Desk Supervisor Do At Rite Aid Corporation

* Ensure continuous improvement and exceptional service delivery by maintain a high-performance team, maximizing process efficiencies, ensuring all associates have the proper tools, training, supervision and a safe working environment to be successful in their roles.
* Maintain a high quality work environment for all employees, accountable for employee satisfaction drivers and results within the center personnel.
* Manage performance issues in a timely and professional manner and follow all steps of the disciplinary action process to effectively to minimize risk.
* Manage staff attendance according to policy.
* Analyze trend reports and recommend future resource planning.
* Keep abreast of industry trends and technical competence within IS service desk.
* Report the status, trends, issues and problems surrounding IS incident management in the Rite Aid Problem Management System.
* Perform statistical analysis of incident management data to identify trends and opportunities for process re-engineering and modifies IS service desk processes to improve service and quality with in team.
* Promote customer satisfaction through the resolution of escalated customer issues as needed.
* Supervisory Responsibilities
* This position directly supervises Team Lead, Representative, Technical Support, Representative, Technical Support 2, Representative, Technical Support 3 and Analyst, Technical Support and carries out supervisory responsibilities in accordance with Rite Aid policies and applicable laws.
* Responsibilities include interviewing, hiring, training, directing, rewarding, and disciplining associates; appraising associate performance; and resolving complaints

What Does A Service Desk Supervisor Do At Robert Half

* Monitor Service Center performance and make recommendations, as necessary, for the continuous improvement of the Service Center operation
* Establishes, plans and implements the policies and procedures to support the operation of the Service Center
* Mentor, guide and lead a diverse team of employees and contractors
* Manage team schedules ensuring adequate shift coverage
* Monitor, track and respond to customer satisfaction survey responses
* Monitor, track and publish timely Service Center metrics and ensure the team is meeting or surpassing all service level agreements
* Provide coordination on problem solving and support issues with other work groups, maintaining good inter-departmental relationships
* Develop and enhance guidelines to ensure all knowledge base documentation and troubleshooting procedures are current and accurate
* Represent the Service Center on project or process consultations
* Maintain broad understanding of the ITS organization
* Respond to audit requests ensuring compliance
* Identify, document and implement process or automation enhancements
* Embody the Alaska Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
* Other duties as assigned

What Does A Service Desk Supervisor Do At Mattress Firm

* Provide excellent Customer Service
* Drive a culture of continuous improvement, accountability and execution
* Coordinate, supervise and accountable for daily, weekly, monthly activities of team members
* Conduct one on one coaching sessions with team members monthly, quarterly and yearly
* Provide coaching, motivation, training and feedback to team members, including formal corrective action
* Conduct annual performance reviews for team members
* Assists with the execution of projects, work assignments, and workloads for support personnel ensuring adherence to departmental policy and procedures
* Provide reports on Service Desk activities, performance, and operational issues
* Uphold the standard service level agreement as well as support lifecycle that governs ticket resolution, escalation and communication processes
* Conduct 4 ticket audits per team member each period
* Implement methods of monitoring customer service and receiving feedback from partners which include monitoring calls to ensure they are handled in a professional and efficient manner, auditing completed service requests, and compiling reports on customer service feedback surveys.
* Research and implement support call reduction plans by monitoring and reporting on call volume, reviewing and reporting additional sources of support requests (such as emails or walk-ins)
* Adjust resources as needed to ensure minimum call wait time, and providing solutions to reduce recurring support requests or complaints
* Supervise daily operation of the Service Desk
* Efficiency and effectiveness of operations, making sure goals and objectives are met
* Build Service Desk schedules
* Provides training, coaching and motivation to service desk partners
* Coordinates and supervises execution of projects, work assignments and workloads for Service Desk, ensuring adherence to departmental policy and procedures and provides reports on Service Desk activities, performance and operational issues
* Oversee onboarding curriculum and process for Service Desk new hires
* On call support to assist Service Desk and business partners
* Assist management with performance reports/reviews of Service Desk
* Oversees Support Technician daily productivity
* Maintain confidentiality of sensitive information

What Does A Service Desk Supervisor Do At Suny College at Plattsburgh

* Supervise and coordinate the service desks located on three floors of Feinberg Library including opening and closing the library, overseeing policies and procedures for circulating materials, course reserves and stack maintenance, supervising student employees, analyzing and adjusting workflow to meet internal and external customer demand, working with other service desk supervisors to manage work-study and temporary service allocations, maintaining standards of employee performance and insuring consistent application of unit policies and procedures by student employees, trouble shooting public use equipment, providing basic information/reference assistance to customers when reference desk assistance is not available.
* This position reports to the Service Desk Supervisor

What Does A Service Desk Supervisor Do At Staff Management Talent Acquisitions

Manages a team of tier 1 support personnel in a high volume technical support environment Manages service quality ensuring accurate and timely resolution Manages to and is accountable for established Service Level Agreements Implements policies and procedures consistent with a best-in-class IT Service Desk Performs capabilities gap analysis and drives continual process improvement Manages in accordance to known best practices and frameworks (MOF, ITIL) Evaluates new products and services and participates in product selection Responsible for support readiness for new prod Relies on extensive experience and judgment to plan, accomplish goals and drive excellence Strong background and knowledge of desktops, laptops, and associated operating systems Strong background and knowledge of mobile devices (tablets, smart phones) and mobile apps Familiarity with of service oriented architectures Creates, utilizes and manages to Key Performance Indicators Embraces and drives positive organizational change Exhibits a wide degree of creativity and drives innovation Encourages a collaborative and effective work environment Drives knowledge management to include retention strategies and easily searchable knowledge Builds and maintains positive customer relationships Drives IT/Business alignment and enable business growth SQL experience for metrics reporting and data mining

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Highest Service Desk Supervisor Salaries

Job Title Company Location Start Date Salary
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. Sterling, VA Jan 08, 2016 $125,000
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. Urban Honolulu, HI Dec 09, 2016 $125,000
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. Sterling, VA Aug 01, 2016 $125,000
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. Urban Honolulu, HI Aug 07, 2016 $122,000
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. Sterling, VA Jul 12, 2015 $120,000
Service Desk Supervisor (SDS) Mercury Technology Group, Inc. CA Nov 23, 2016 $120,000

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How Would You Rate The Salary Of a Service Desk Supervisor?

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Top Skills for A Service Desk Supervisor

  1. Service Desk
  2. Operational Procedures
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Promoted to service desk supervisor based upon superior job performance.
  • Manage, coach and train Service Desk staff in operational procedures and troubleshooting techniques as documented in ITIL best practices.
  • Performed quality assurance evaluations on employee customer service interactions and coached employees as needed.
  • Assist the front end with cashier duties and helping run the front end as head cashier as needed.
  • Created and revised documentation for new and existing procedures using technical information and translating to a working training ready document.

Service Desk Supervisor Demographics

Gender

Female

56.4%

Male

32.7%

Unknown

10.9%
Ethnicity

White

63.5%

Hispanic or Latino

15.0%

Black or African American

10.8%

Asian

6.5%

Unknown

4.2%
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Foreign Languages Spoken

Spanish

57.7%

French

7.7%

Tagalog

7.7%

Portuguese

3.8%

Chinese

3.8%

Vietnamese

3.8%

German

3.8%

Norwegian

3.8%

Mandarin

3.8%

Arabic

3.8%
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Service Desk Supervisor Education

Schools

University of Phoenix

21.5%

Joliet Junior College

6.7%

Kaplan University

6.7%

Western Governors University

5.2%

Capella University

5.2%

Macomb Community College

4.4%

Florida International University

4.4%

Strayer University

4.4%

Iowa State University

4.4%

Brigham Young University

3.7%

University of Maryland - University College

3.7%

Georgia State University

3.7%

University of Central Florida

3.7%

Baker College

3.7%

Colorado Technical University

3.7%

Austin Peay State University

3.0%

University of South Florida

3.0%

Everest Institute

3.0%

Bowling Green State University

3.0%

Virginia Commonwealth University

3.0%
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Majors

Business

23.6%

Computer Information Systems

8.0%

Computer Science

7.4%

Information Technology

5.9%

General Studies

5.6%

Accounting

5.6%

Medical Assisting Services

5.1%

Criminal Justice

4.8%

Psychology

4.6%

Health Care Administration

4.1%

Nursing

3.4%

Management

3.3%

Management Information Systems

3.0%

Biology

2.8%

Computer Networking

2.5%

Education

2.3%

Communication

2.1%

Social Work

2.0%

Liberal Arts

2.0%

Human Resources Management

2.0%
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Degrees

Bachelors

35.8%

Other

30.9%

Associate

15.5%

Masters

9.0%

Certificate

5.5%

Diploma

2.5%

License

0.4%

Doctorate

0.4%
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