Service Desk Supervisor

Konica Minolta Business Solutions, U.S.A., Inc.; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Konica Minolta currently seeks a GCS Service Desk Supervisor to lead a team delivering high-quality support across the United States and Canada. You will oversee daily operations, performance metrics, and customer satisfaction while driving continuous improvement.

The role emphasizes leadership, coaching, workforce management, and collaboration with cross-functional partners. A strong customer-service background and ability to manage multiple priorities in a fast-paced environment are essential.

Qualifications

• 5+ years of experience in customer service, service desk operations, technical support, or related field.
• 1–2 years of leadership or supervisory experience preferred.
• Experience managing service levels, operational metrics, or workforce management.
• Knowledge of support best practices and customer service principles.

Responsibilities

• Lead, coach, and develop a team of Service Desk agents.
• Oversee daily Service Desk operations to meet service levels and customer commitments.
• Conduct performance reviews and provide development feedback.
• Support onboarding and knowledge transfer for new team members.
• Identify risks and drive continuous improvement in service delivery.

Skills

Team leadership

Coaching

Customer service

Service desk operations

Performance management

Communication skills

Data analysis

Education

High School Diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

ServiceNow

CXOne

SAP

Microsoft Office

Job description

Overview

Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français.

Konica Minolta currently has an exciting opportunity for a GCS Service Desk Supervisor supporting clients throughout the United States and Canada.

Reporting to the Global Client Services (GCS) organization, this role is responsible for leading a team of Service Desk professionals while ensuring the delivery of exceptional customer service and operational excellence. The Supervisor will oversee daily operations, workforce management, service quality, performance metrics, customer satisfaction, and employee development. This position plays a key role in fostering a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.

Responsibilities

Leadership & Team Development

• Lead, coach, and develop a team of Service Desk agents to achieve operational and customer service objectives.
• Establish performance expectations and provide ongoing coaching, feedback, and career development opportunities.
• Conduct performance reviews, development discussions, and corrective action activities as needed.
• Support succession planning and employee growth through mentoring and skill development.
• Foster a positive, collaborative, and customer-focused team environment.
• Support onboarding, training, and knowledge transfer for new team members.

Operational Management

• Oversee daily Service Desk operations to ensure service levels, productivity targets, and customer commitments are consistently achieved.
• Monitor operational performance, queue health, workload distribution, and staffing requirements.
• Manage workforce scheduling and resource allocation to support customer demand and business objectives.
• Serve as an escalation point for complex customer issues and ensure timely resolution of incidents, requests, and service concerns.
• Identify operational risks and implement solutions to improve service delivery, efficiency, and customer experience.

Quality & Continuous Improvement

• Conduct quality reviews of customer interactions, case documentation, and support activities to ensure adherence to company standards.
• Monitor compliance with established procedures, service commitments, and operational requirements.
• Analyze performance trends and develop action plans to improve quality, consistency, and customer satisfaction.
• Support audits, operational reviews, and continuous improvement initiatives.
• Assist with the implementation of new technologies, processes, programs, and organizational initiatives.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of five (5) years of experience in customer service, service desk operations, technical support, or a related field.
• One (1) to two (2) years of leadership, team lead, coaching, mentoring, or supervisory experience preferred.
• Experience supporting customer-facing service organizations.
• Experience managing service levels, operational metrics, workforce management, or quality programs.
• Experience with managed print services, multifunction devices, service delivery operations, or related technologies preferred.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.
• Strong customer service, relationship management, conflict resolution, and problem-solving skills.
• Ability to lead and motivate teams in a fast-paced operational environment.
• Knowledge of Service Desk operations, service management principles, and customer support best practices.
• Ability to analyze operational metrics, identify trends, and make data-driven decisions.
• Strong organizational, analytical, and critical-thinking skills.
• Ability to collaborate effectively across multiple departments and levels of the organization.
• Working knowledge of ServiceNow, CXOne, SAP, Microsoft Office, and related business systems.
• Understanding of Konica Minolta products, solutions, service delivery processes, and support operations preferred.
• Ability to manage multiple priorities while maintaining a focus on customer and business outcomes.
• Successful completion of required Konica Minolta certifications within established timeframes.
• Occasional travel may be required.

Physical Requirements

• Ability to sit and work at a computer workstation for extended periods of time.
• Ability to perform work requiring close vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must have a suitable, dedicated remote work environment.

About Us

This posting reflects an existing vacancy that we are actively recruiting for.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third‑party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.