The Operations Supervisor is responsible for managing the activities and responsibilities of the Service Desk teams that provide global support for our client. This role involves providing high-level technical assistance, ensuring service quality, and coordinating resources within the delivery environment. The Supervisor acts as a liaison for team communication and partners with cross-functional leaders to oversee daily operations and projects.
How You Will Make An Impact:
1. Provide consistent, high-quality customer experience services supporting clients on-site, via chat, and over the phone across multiple service lines (Service Desk, Remote Support, TFO, Logistics, AV/VC, Events Support, Networking, Identity Management).
2. Coordinate with Service Delivery and Operation Managers to prioritize and maintain optimal service delivery aligned with client KPIs.
3. Follow incident management processes; escalate issues appropriately.
4. Improve service standards and processes continuously.
5. Monitor chats, calls, and tickets for quality and SLA compliance; identify coaching opportunities.
6. Collaborate on escalation management, resolution, and post-mortem analyses.
7. Serve as the first point of contact for troubleshooting and customer service issues.
8. Generate management reports on service performance and issues.
9. Work with Service Delivery and Operations Managers on team performance and service outcomes through regular reporting.
10. Educate the team on CSAT, KPIs, SLA, and performance results.
11. Provide coaching, conduct 1:1s, and lead team meetings.
12. Delegate tasks based on individual strengths to maximize efficiency.
13. Set team goals, monitor progress, and hold team members accountable.
14. Escalate performance issues to management and HR as needed.
15. Make timely decisions under pressure and tight deadlines.
16. Train and mentor service staff.
17. Conduct annual performance reviews for direct reports.
What You Will Need to Succeed:
1. At least 3 years of experience leading service teams of 10+ members, either locally or globally.
2. Minimum 3 years of technical support experience in Windows and Mac environments.
3. Proven ability to lead and communicate effectively with staff at all levels, including technical and non-technical stakeholders.
4. Ability to thrive in a fast-paced, high-volume environment, especially during peak seasons.
5. Excellent verbal and written communication skills.
6. Strong problem-solving, prioritization, and organizational skills.
7. Proactive, data-driven, with knowledge of metrics and spreadsheets.
8. Ability to work independently and handle multiple tasks simultaneously.
9. Ability to train and communicate clearly with team members.
10. Strong understanding of IT service metrics.
11. Knowledge of hardware/software troubleshooting for Mac and Windows.
12. Experience with Google and Microsoft Office Suite.
13. Position is 100% onsite.
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