Executive Search Firm Monroe Consulting Group Philippines is recruiting on behalf of a regional IT Management Solutions Provider.
Service Desk Supervisor
The Service Desk Supervisor is responsible for overseeing support operations, ensuring the delivery of customer-centered support plans, and maintaining the highest level of client satisfaction. This role supports revenue-generating efforts by coordinating client support and managing relationships from the completion of the project until the support warranty period ends.
Additionally, the supervisor ensures effective incident and service management, monitors ticket progress, enforces SLA compliance, and recommends process improvements. The role also involves coaching and mentoring Service Desk Engineers (SDEs) to meet skill development goals.
Duties and Responsibilities
Technical Duties
Group Supervision
- Ensure Service Desk Engineers (SDEs) are updated with the latest technology trends and resolutions.
- Oversee documentation of the knowledge base for all products.
- Ensure Key Performance Indicators (KPIs) are achieved by Service Desk Engineers.
Technical Efforts Management
- Work with Implementation Engineers and Technology Managers to resolve client needs and manage escalations.
- Perform root cause analyses (RCA), review incident reports, and evaluate other documents before submission to clients.
- Oversee and prioritize the handling of Level 1 to Tier 2 support tickets by SDEs.
- Ensure timely escalation and progressive handling of Level 3 and Level 4 support tickets.
- Ensure scheduled maintenance activities for clients are performed with agreed quality standards.
- Assess risks of various solutions and prioritize business demands.
- Conduct research on trends and directions in information and collaboration solutions.
- Ensure the delivery of high-quality services to clients.
Communications and Coordination
- Proactively discuss customer satisfaction issues with the team and report to the SOC Head.
- Provide oversight for other coordination resources as required.
- Maintain an updated client list, including contact details and support categories.
- Prepare and review quarterly maintenance plans for clients under ITG's support framework.
- Facilitate weekly, monthly, and annual client communications (via phone or face-to-face) to review progress against goals.
- Provide weekly consolidated reports on SLA violations and resolved tickets.
Client Management
- Ensure a high level of customer satisfaction.
- Serve as the escalation point and coordinate with clients regarding their requests and inquiries.
- Respond to client requests and inquiries as necessary.
Partner Management
- Monitor performance against SLAs.
- Manage ongoing relationships with outsourced or other ITG partners to ensure client satisfaction.
Documentation and Reporting
- Conduct end-of-day reviews of tickets and service requests to ensure on-time completion.
- Monitor escalations and coordinate updates with clients.
- Ensure proper documentation of case management notes and progress reports.
Administrative Duties
- Maintain cleanliness, orderliness, and safety within the working environment.
- Comply with company policies and administrative procedures.
- Approve leaves, official business requests, and other HRIS-related items in coordination with the SOC Head.
- Serve as the Level 1 approver for SDE requests.
Other Support Duties
- Assist with the completion of technical or administrative paperwork/documentation.
- Participate in company functions, programs, and initiatives.
- Contribute to achieving the company's objectives.
- Perform other duties assigned by the SOC Head.
Responsibilities
- Ensure 100% completion of SDE work orders, tasks, and action items per SLA requirements.
- Maintain high customer satisfaction, achieving at least 80% in surveys.
- Complete personal and team training and certifications by year-end.
Specific Limitations on Authority
- Budget approval.
- Expense approval.
Specific Functional Contacts
- Participate in company programs and initiatives.
- Contribute to the improvement of the company's objectives.
- Undertake any other duties required by the company.
