Overview

As a Service Desk Supervisor, you will oversee the day-to-day operations of a technical support call center including answering technical support calls and responding to emails from our customers, providing the highest level of technical assistance directly to the ePlus customer base as well as managing and mentoring team members.

You will provide accurate and efficient problem diagnosis, description and tracking through resolution, and be a point of escalation for all Service Desk Analysts.

Responsibilities

CORPORATE VALUES

Respectful communication and cooperation : We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation : Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work / life balance that supports our employees’ varying needs : We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities : We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

YOUR IMPACT

The essential functions of this position include :

• Serve as the supervisor for a managed services technical support call center
• Oversee, manage, and mentor team members reporting to you
• Plan, organize, schedule, and supervise the day-to-day operations of the on-shift delivery team including the delivery of daily communications to the team detailing previous days metrics, staffing levels and any special customer handling needs
• Monitor team and individual dashboards to ensure all staff are responding and resolving calls / tickets with a sense of urgency and within SLA
• Accept customer escalations and provide definitive and timely updates and resolutions to the customer and internal stakeholders
• Together, with the hiring manager, participate in interviews and assist with mentoring and coaching of new employees
• Enforce schedule adherence, provide performance reports to the upper management including but not limited to schedule adherence (arrival times, breaks, lunches, etc.

and shift performance

• Collaborate autonomously with other ePlus departments to continuously evaluate processes
• Manage backfill and service desk coverage during employee absences
• Problem solves issues presented by team members and customers
• Work in a team environment and participate positively with the team, while providing guidance, expertise, and experience
• Update and maintain relevant issue tracking systems appropriately
• Identify, investigate, and coordinate resolution of complex technical problems
• Ensure documentation of problem resolution and creation of knowledge items are completed
• Troubleshoot, problem solve and resolve customer issues
• Provide escalated support for team members, as needed
• Respond to customer inquiries in person, electronically and via phone
• Document, track and monitor problems to ensure resolution in a timely manner
• Update customers when issues are resolved
• Provide excellent customer service to our customers, at all times
• Create and Review knowledgebase content as needed
• Attend and / or lead client specific meetings

As a manager, you are also expected to :

• Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
• Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.
• Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
• Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.

QUALIFICATIONS

• Bachelor’s degree in computer science, technical or business-related field or relevant experience
• 5 years of customer-facing Service Desk / Help Desk experience required
• 1 Year Supervisory experience, preferably in a Technical Team Lead role with proven ability to work effectively with employees at all levels in the organization
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications; ServiceNow experience a plus
• ITIL V3 Foundation understanding (certification preferred)
• Strong verbal communication skills
• Strong written communication skills
• Must be motivated towards constantly improving their technical skills
• Knowledgeable in use of MS Excel, Word, Outlook
• Advanced Hardware support (to include laptops, desktops, peripherals, and mobile devices)
• Advanced Data analysis and troubleshooting skills
• Advanced Active Directory experience
• Advanced Microsoft technologies support
• Advanced Remote assistance software
• Advanced Multi Factor Authentication (MFA)
• Working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Develop professional and effective working relationships with customers and key stakeholders

POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $24.04 and $33.65 hourly;

however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and / or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed .

If hired, employee will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department / team performance, and market factors.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community.

We understand that this job description serves as a guide and is not an employment contract.

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Compensation

Our competitive financial benefits help you plan for your future, reward performance, and offer peace of mind throughout every stage in life :

• Competitive compensation
• Annual Bonus
• RSU Awards
• Retirement and Savings Programs

Financial Wellbeing

Our financial wellbeing programs enable you to become an AMD shareholder, help you plan for retirement, and support you and your family in preparing for the unexpected :

• Employee Stock Purchase Program (ESPP)
• Retirement and Savings Plans
• Life Insurance & Survivor Income Benefits

Time Off

• Paid Vacation
• Paid Holidays
• Company Recharge Days
• Paid Parental Leave
• Additional Leaves

Health & Wellness

Our programs focus on knowledge and prevention when it comes to your mind and body by being proactive about our health, we can be ready with tools to cover us before, during, and after health needs arise.

• Comprehensive health plans
• Free confidential counseling
• Fitness center access (certain locations)
• Employee discounts
• Complimentary research and referral services for virtually any need

Family

AMD understands that family is at the heart of our employees’ lives, and we offer programs and support for every step along the way

• Adoption / Surrogacy Benefits
• Additional time off
• Life insurance & Survivor Benefits
• Backup child, elderly and pet care (US only)
• Research and referral services for ongoing care of a loved one

Perks

Benefits at AMD also provide you with opportunities for career growth, to connect with others, support your community, and much more!

• Matching Gift Program
• Volunteer Rewards Program
• Learning and Development Programs
• Employee Resource Groups
• Go Green Programs
• AMD Discounts

Last updated : 2024-05-21