Job Details
Deloitte
Service Desk Supervisor
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
The Enterprise Service Desk Supervisor monitors the daily operations of the Service Desk Agents to ensure quality, customer experience and performance metrics are met. The Supervisor provides departmental leadership and supervision of service desk employees. The supervisor will be responsible for the productivity, quality and timeliness of work completed for their assigned team members. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. This resource may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team. Some key tasks may include:
- Monitor Agent quality and performance and provide feedback and coaching as appropriate
- Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
- Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
- Perform tasks to assure service level and quality requirements are met
- Immediately report system issues to manager or appropriate parties
- Continually look for and suggest process improvements and ServiceNow training opportunities that will benefit customers
- Oversee the monitoring and escalation of outstanding ServiceNow approvals, incidents, separations, etc.
- Oversee ServiceNow data clean up activities, such as user profile data
The team
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
Qualifications
Required:
- 6+ years of overall experience in related field.
- 2+ years of management experience
- 2+ years of Help Desk experience
- 1+ years of ServiceNow
- L imited immigration sponsorship may be available
Preferred:
- Bachelor's Degree
- Experience managing teams of 10+
- Previous experience with metrics and reporting
- Process Improvement experience
- Ability to work remotely with possibility of onsite work/travel up to 10%
- Ability to work occasional weekend or evening shifts.
How you'll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.