Service Desk / NOC Supervisor - Virtual

Norcross, GA, USA ● Virtual

Req #3639

Tuesday, June 18, 2024

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

• Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA

• Building the first fly pack broadcast system (https://onediversified.com/clients/fox-sports-jewel-event-broadcast-system/) transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world

• Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis (https://onediversified.com/clients/vornado-marriott-digital-billboard/) LED Display in Times Square, NY

• Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

  Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more at onediversified.com (https://onediversified.com/eivind-sandstrand-vp-innovation-consulting-digital-solutions/) and follow us on LinkedIn (https://www.linkedin.com/company/diversified-/) and Twitter (https://twitter.com/diversifiedus) .

  What part will you play? The Service Supervisor position is responsible for providing best-in-class customer service to our customers. The supervisor will be responsible for evaluating, coaching, training, development, and staffing to ensure operational excellence. They will work closely with service management, sales reps, and customers to ensure customer expectations are met, and continually strive to improve the customer experience. What will you be doing?

• Responsible for 24 x 7 service desk intake operations.

• As an individual contributor while the team may not directly report to this role there will be a lot of people engagement in functional and process related aspects

• Provide daily direction and communication to the team to ensure timely & quality execution against client contracts and SLA’s.

• Monitor calls and identify opportunities for training.

• Deliver committed SLAs across all channels.

• Maintain the highest level of customer satisfaction.

• Review tickets, calls, emails and chats for procedure, process, and documentation accuracy.

• Collaborate with Manager/Director to track, measure and attain KPI’s.

• Would report to Director and works with all the Service Desk managers to drive operational nuances both upstream and downstream.

• Daily direction and communication to the team to ensure all inbound transactions are responded timely and efficiently.

• Follow and implement all directives, policies and procedures issued by management.

• Identify, assign, and follow up on work activities of team members.

• Communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information.

• Will be a people manager whose role will include approving PTO and staff schedules.

• Recommend agent promotions to leadership.

• Recommend agent award recognition to leadership.

• Works as an escalation point for their team for any technical or logistical issues.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• Responds to and resolves employee issues expressed by team members.

• Uses appropriate judgment in upward communication regarding department or employee concerns.

• Ensures employees have appropriate training and other resources to perform their jobs.

• Works with the Manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

• Provides performance feedback and coaching regularly to each team member.

• Works as a member/leader on special or ongoing projects that are important to area/process improvement.

• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

  Complexity :

• Stress tolerance and adaptability.

• Inter personnel conflict resolution.

• Ability to manage agents as individuals and understanding their unique requirements.

• Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.

• Engage with sales and executive leadership within the organization.

  Decision Making Authority :

• Assess job performance, reprimand, and commend employees.

• Work with management on hiring and/or terminating employees.

• Process improvement

• Quality Control

  Physical Working Environment :

• Normal office conditions apply. Use of computer, monitors, and communication tools. Sitting for long periods of time.

  What do we require from you?

  Education/Certifications:

• High School or GED

• Associate or Bachelor's degree (preferred)

• Certifications pertinent to technology area(s) of expertise (preferred)

• Crestron, Dante, ITIL

• AVIXA CTS Certification (preferred)

• Network + or CCNA (preferred)

  Required/Desired Knowledge, Experience and Skills:

• Must be United States Citizen

• 1+ years of service delivery experience

• Experience leading a team of technical support agents focused on customer service.

• Experience with a CMS - ServiceNow(preferred)

• Strong experience in providing excellent customer service to clients.

• Detail oriented and process driven.

• Ability to work in a fast-paced, rapid growth environment.

• Self-starter

• Highly organized and has a sense of urgency.

• Flexible and able to cope with frequent interruptions and changing priorities.

• Ability to solve problems and deal with variables in situations where limited standardization exists.

• Open to feedback and direction

• Accountable, reliable and takes ownership.

• Proficient with Microsoft Office Suite.

• Exceptional interpersonal & communication skills.

• Ability to work both independently and within a team.

• Ability to work in stressful situations.

• Ability to meet deadlines.

• Basic troubleshooting skills

• Able to think outside the box

  To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/ or email us at careers@onediversified.com .

Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at careers@onediversified.com .

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Other details

• Pay Type Hourly

• Min Hiring Rate $30.00

• Max Hiring Rate $40.00

• Norcross, GA, USA

• Virtual

<