Service Desk Supervisor

Auxis; Bogotá ciudad; Presencial; COP 108.000.000 - 162.000.000; Jornada completa

Descripción de la vacante

Auxis is seeking a Service Desk Supervisor to oversee Service Desk resources and ensure optimal operations for end users. You will schedule, monitor performance, and report KPIs as defined by the business and client.

The role requires 5+ years leading teams in Shared Services, strong analytics, and proficiency in Excel and ITIL processes. English and Spanish skills are essential for cross-functional collaboration and client communication.

Formación

• Minimum 5+ years leading Service Desk teams.
• Minimum 3+ years in a Shared Services environment managing multiple accounts.
• Proven experience managing team performance metrics and presenting results to upper management.

Responsabilidades

• Manage performance metrics, including Service Support KPIs, retention and turnover within the assigned team.
• Lead and monitor Service Desk Analysts to ensure adherence to quality standards across phone, email, and chat interactions.
• Collaborate with the Manager to achieve company goals using ITIL best practices.
• Support resource scheduling, cross-training and succession planning.
• Provide leadership and mentoring to Service Desk Leads and Agents.
• Participate in recruitment processes and interview candidates.
• Ensure effective management of Incident and Request queues per OLAs and SLAs.
• Perform ticket audits with proper comments and root-cause documentation.
• Support transitions for new accounts, products, and processes with Project Management.
• Participate in automation projects and comply with security policies.
• Attend operational and project meetings as required.
• COE: maintain training calendars, develop cross-training and succession plans, update training materials.

Conocimientos

Excel

ITIL

QA

PM

Customer service

Call center tech

Educación

University degree in Business Administration

Alternative: 5 years leading Service Desk teams

Descripción del empleo

The Service Desk Supervisor (SDSUP) will oversee Service Desk resources and ensure that end-users receive the appropriate assistance. The SDSUP will ensure the optimum operation of the Service Desk and Service Desk Analysts, including scheduling, performance reviews, performance monitoring, and reporting of KPIs (Key Performance Indicators) as defined by the business and/or the client.

• Intermediate to advanced Excel skills and proficiency in reporting.
• Knowledge or training in best practices or IT frameworks, such as ITIL.
• Strong knowledge of Quality Assurance processes for customer service operations.
• Strong project management and training skills, along with excellent customer service skills.
• Understanding of call center technologies.

Experience

• A minimum of 5+ years of experience leading Service Desk teams.
• A minimum of 3+ years of experience working in a Shared Services environment and managing multiple accounts.
• Proven experience managing team performance metrics and presenting results to upper management. (Must Have)
• Experience working in a team-oriented and collaborative environment.

Education

• University degree in Business Administration, Industrial Engineering, Information Technology, or a related field.
• Alternatively, a minimum of 5 years of experience leading Service Desk teams. (Must Have)
• Excellent communication and presentation skills.
• Strong leadership qualities.
• Commitment to continuous improvement.
• Demonstrated innovation and creativity.
• Demonstrated ability to integrate, develop, and build successful working teams.
• Ability to strategically anticipate and understand organizational changes and assess their impact in the short, medium, and long term.
• Self-motivation, independence, and proactive problem-solving skills.
• Adaptability and flexibility.
• Strong decision-making and organizational skills.
• Strong negotiation skills, with the ability to persuade others using solid and honest arguments while aiming for mutually beneficial outcomes.
• Ability to understand situations, identify key components, and establish priorities for effective action.
• Commitment to ethical standards.

Language Skills

• Proficiency in English and Spanish, both spoken and written, at 90% or higher.
• Minimum C1 level proficiency in both English and Spanish is required.

Additional Requirements

Key Job Responsibilities

Operations

• Manage performance metrics, including Service Support KPIs, retention, and turnover within the assigned team.
• Lead and monitor Service Desk Analysts to ensure adherence to quality standards across phone, email, and chat interactions.
• Collaborate with the Manager to achieve company goals using Company best practices and the ITIL framework.
• Support resource scheduling, cross-training, and succession planning.
• Provide leadership, guidance, and mentoring to Service Desk Leads and Agents.
• Participate in the recruitment process by conducting interviews and assisting with resource selection.
• Ensure effective management of Incident and Request queues while adhering to OLAs and SLAs.
• Perform ticket audits to ensure proper closure, including appropriate comments, root cause documentation, and completed activities.
• Support transitions for new accounts, products, and processes in collaboration with the Project Management team and the client.
• Participate in automation projects.
• Adhere to Company operational processes and security policies.
• Attend all operational and project-related meetings as required.

Center of Excellence (COE)

• Maintain the Service Desk training calendar.
• Develop cross-training and succession plans.
• Ensure training materials are updated with the latest procedural changes.
• Assist in delivering training when necessary.
• Support Quality Analysts and Trainers with their assigned responsibilities.
• Assist in transitions for new accounts, products, and processes.
• Collaborate with the COE and Operations teams on improvement actions based on training results, quality results, and surveys.
• Support Quality Analysts and Trainers with their assigned tasks.