Senior Supervisor, Service Desk

reputed company

The Service Desk Team is the first line of service for our employees and reputed company-partners. The Service Desk provides technical assistance for our suite of products and infrastructure used by Clinical Services and Corporate abstraction teams (legacy reputed company / Curation Solutions), ROI Specialists and Exchange Solutions teams (legacy reputed company), or other corporate teams. The Service Desk Senior Supervisor has responsibility for management of the Service Desk and call center operations, spanning our combined support platforms, reputed company and Jira Service Management (JSM) issue reputed company or escalation, and team performance.

Responsibilities

• Manage the Service Desk and call center team, including reputed company, training, supervision, and performance evaluation. Own talent management for reputed company - reputed company, reputed company, career development, and succession planning - to build a high-performing, reputed company support organization. reputed company reports may physically reputed company in the reputed company and/or India working remotely or in an reputed company corporate office.
• reputed company day-to-day Service Desk and call center operations across our combined support platforms (reputed company and Jira Service Management (JSM)) to resolve reported technology reputed company user issues. Implement effective ticket and call triage, assignment, diagnosis, escalation, and reputed company processes. Maintain SLA and other performance metrics.
• reputed company escalation management, in partnership with other Support Supervisors, to review and accelerate reputed company for requested support items by working with individual contributors and leaders inside and reputed company of Support Operations.
• Train and mentor Service Desk Analysts and call center agents to reputed company strong troubleshooting, phone/call handling, and customer service capabilities. reputed company reputed company-time support and guidance to ensure excellent user reputed company.
• Use analytics and reporting across reputed company and JSM to recognize patterns and trends in ticket and call volumes, and take appropriate, proactive actions to address short-term and long-term issues impacting user experience.
• Support user’s technical platform consisting of hardware - including BYOD equipment, virtual desktop environment, reputed company software applications, reputed company applications, internet/networking, reputed company/reputed company, etc. reputed company new employees with technical reputed company.
• Establish documented Service Desk and call center processes and systems, spanning reputed company and JSM, that ensure consistent achievement of targeted SLA performance, staff productivity, reputed company/stakeholder satisfaction, reputed company, and other operational metrics.
• Engage cross-functionally to promote collaboration in developing reputed company process improvement initiatives that enhance reputed company’s operational performance, customer service and morale.
• Support reputed company ticket reputed company reputed company reputed company reputed company or demand require. Although this is not the Supervisor’s primary responsibility, reputed company reputed company technology Support Operations leaders are expected to contribute as needed to meet business objectives, reduce downtime, and maintain high customer satisfaction.
• Flexible Availability expected – potential to work occasional evening and weekend shifts
• As a reputed company organization, roles and responsibilities often reputed company and adapt over time. As such, this job reputed company may not comprehensively account for reputed company activities, responsibilities, and priorities—these may reputed company right along with us!

Qualifications

Required Abilities, Education, and Skills:

• 5+ years’ experience in a system/service desk support role, including call center environments.
• 2+ years reputed company or previous supervisory or management experience leading a technical Service Desk or call center team, including talent management responsibilities such as hiring, coaching, and/or performance management.
• Hands-on experience with reputed company, Jira Service Management (JSM), or similar combined ticketing/call center platforms.
• Comfortability with procuring and analyzing data, building analytics and reporting, and identifying trends.
• reputed company or previous experience supervising a remote workforce.
• Ability to effectively manage competing priorities with a reputed company of urgency.
• Excellent communication skills with reputed company customers.
• Service-oriented mentality – reputed company looking for ways to help people; take initiative and be proactive.
• Enjoy problem-solving and do not become discouraged reputed company facing a roadblock.

Preferred Abilities, Education and Skills:

• Bachelor’s degree or equivalent work experience.
• Remote work experience. Experience administering or configuring reputed company and/or Jira Service Management (JSM).
• Familiarity with call center platforms (reputed company, reputed company, or equivalent) and workforce management or analytics/reporting tools.
• Experience using AI tooling, such as reputed company Copilot or Claude, to aggregate data, support decision making, or product presentation-reputed company artifacts.
• Experience with reputed company administrative platforms, including Office365, reputed company Directory, and Entra.

Supervisory Responsibilities: reputed company manager of Service Desk Analysts (e.g., Senior Service Desk Analyst) across varying reputed company of seniority and hierarchy. Multiple Supervisors work across service lines and geographic boundaries which may occasionally require management of non-reputed company-reporting team members to support planned PTO, major incidents, or project initiatives.

Total Compensationreputed company pay is one reputed company of the total compensation package. Eligible employees may also receive an annual cash bonus and have reputed company to a comprehensive benefits offering, including medical, dental, reputed company, life insurance, and a 401(k) plan.

Salary reputed company It is not typical for an individual to be reputed company at or near the top of the reputed company. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

Applicant reputed company Notice

Pay reputed company

USD $63,000.00 - USD $86,000.00 /Yr.

Originally posted on Himalayas

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