![The Functionary](https://media.trabajo.org/img/noimg.jpg)
Service Desk Supervisor
hace 5 días
Overview:
**About the company**
The Functionary has brilliant and passionate people with the energy and ambition to succeed If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.
The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.
**Summary of the position**
The Service Desk Supervisor oversees a team providing both technical and nontechnical customer support via phone,
contracts and that customers’ expectations are met or exceeded. This position has direct management responsibilities.
**Responsibilities**:
- Responsible for performance evaluations and related compensation recommendations, discipline, training of
assigned staff to ensure operational effectiveness of group. (including but not limited to completing
appropriate documentation, new employee paperwork submission, account creation requests, equipment
distribution and tracking, quarterly reviews, review and maintenance of weekly performance reports)
- Monitoring of daily, weekly and monthly performance objectives, SLA monitoring and reporting
- Manages the activities and personnel associated with providing technical services to internal and external
customers
- Facilitates and participates in employee team meetings
- Provide call statistics to Service Desk Manager/Director on daily, weekly and monthly accomplishments.
Respond to ad hoc requests for statistics from customer management and/or support partners
- Perform quality assurance functions. Duties include defining service desk staff requirements, performing
agent call monitoring, ticket review and measured feedback
- Serve as a liaison for Service Desk customers ensuring process, work flows, and run books are followed
- Plans, implements, and monitors the workflow process to escalate support calls.
- Assists with agent and customer on-boarding
- Maintains staffing schedule using work force management software
- Participate in leader on-call role
- Works closely with training department to create and deliver staff training
- Problem management of critical customer incidents, associated to customer communication, activities and
provide any appropriate escalations
- Create a positive customer support experience and build strong relationships
- Ensure timely resolution or escalation, communicate promptly on progress, and handle customers with a
professional attitude
- Create additional training material and add to the department knowledge base
- Delivery of training to service desk analysts
- Create and provide information about incidents analysis and KPIs
- Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
- Meet goals and KPIs as set by the line manager
- Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to
provide a more effective and efficient service to customers
- Ensure that the Denali Advanced Integration Mission and Vision, strategy and business plan are understood
by all the team
- Review aspects for improvement with own practices and processes and ensure that communication takes
place across the whole area of responsibility
- Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure
that these ones are continually improving and produce business cases to support team activities
- Attend customer meetings representing Denali Advanced Integration
Qualifications:
**Competencies**:
1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Developmen
-
Supervisor de Service Desk
hace 2 meses
Ciudad de México mexis A tiempo completo**Solicito: Supervisor de Service Desk** **Disponibilidad de horario** C_ertificaciones deseables: Gestión de personal de manera remota_ - Experiência en manejo de personal remoto (Comprobable)_ **RESPONSABILIDADES CLAVE**: 1. Supervisar la correcta generación y asignación de tickets a los grupos de resolución correspondientes. 2. Analizar las...
-
Supervisor Service Desk
hace 2 meses
Ciudad de México AGGITY A tiempo completo**Estamos en busca de un: Supervisor Service Desk** Trabajo hibrido **Disponibilidad de horario** - _Experiência en manejo de personal de manera remota (Comprobable)_ - _Deseable: Certificaciones de supervisión de manera remota_ **RESPONSABILIDADES CLAVE**: 1. Supervisar la correcta generación y asignación de tickets a los grupos de resolución...
-
Front Desk Supervisor
hace 2 meses
México Hilton A tiempo completoFront Desk Supervisor A Front Desk Supervisor supervises the activities manages at the hotel front desk, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities. **What will I be doing?** As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel...
-
Front Desk Supervisor
hace 2 meses
México Hilton A tiempo completoA Front Desk Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities. **What will I be doing?** As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front...
-
Front Desk Supervisor
hace 2 meses
México Hilton A tiempo completoA Front Desk Supervisor supervises the activities manages at the hotel front desk, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities. **What will I be doing?** As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front...
-
Service Desk Team Leader
hace 4 semanas
Ciudad de México Optimas A tiempo completoOptimas OE Solutions is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Optimas Manufacturing has been associated with the Fastener Industry for over 50 years. We have experience in producing some of the...
-
Service Desk Technical Trainer
hace 2 meses
Ciudad de México The Functionary A tiempo completoOverview: **About the company** The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small...
-
Urge Service Desk
hace 2 semanas
Ciudad de México Talento Estratégico A tiempo completo**Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - Disponibilidad para rolar turnos **Funciones**: - Estar pendiente de las llamadas de soporte que ingresan a service...
-
Urge Service Desk
hace 1 semana
Ciudad de México Talento Estratégico A tiempo completo**Importante consultora en soluciones tecnológicas solicita colaboradores para Service Desk.** **Requisitos**: - Experiência de 6 meses (cuenta el servicio social y prácticas profesionales) - Conocimiento en soporte técnico o sistemas - Disponibilidad para rolar turnos **Funciones**: - Estar pendiente de las llamadas de soporte que ingresan a service...
-
Service Desk
hace 2 meses
Ciudad de México Netlogistik A tiempo completo_**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_ Escolaridad: Ing. en sistemas o carreras a fin (concluida) Experiência: Al menos 1 año atendiendo clientes...
-
Service Desk
hace 7 días
Ciudad de México Netlogistik A tiempo completo_**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_ Escolaridad: Ing. en sistemas o carreras a fin (concluida) Experiência: Al menos 1 año atendiendo clientes...
-
Agente Service Desk
hace 1 mes
Ciudad de México Grupo Proare SA de CV A tiempo completo¡Únete a nuestro equipo como Agente de TI Service Desk! En Grupo Proare brindamos consultoría y servicios de TI a grandes empresas líderes en su ramo y nos encontramos en búsqueda de talento para nuestra área de mesa de ayuda y soporte de 1er nível. **Requisitos**: Experiência + 1 año en atención a clientes y Soporte técnico remoto (call center,...
-
Analista Service Desk
hace 2 semanas
Ciudad de México Grupo Proare SA de CV A tiempo completo¡Únete a nuestro equipo como Agente de TI Service Desk! En Grupo Proare brindamos consultoría y servicios de TI a grandes empresas líderes en su ramo y nos encontramos en búsqueda de talento para nuestra área de mesa de ayuda y soporte de 1er nível. **Requisitos**: Experiência + 1 año en atención a clientes y Soporte técnico remoto (call center,...
-
Service Desk Supervisor
hace 2 meses
Ciudad de México The Functionary A tiempo completoOverview: **About the company** The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small...
-
Service Desk Manager
hace 2 semanas
Ciudad de México Toshiba Global Commerce Solutions, Inc. A tiempo completo**The company** Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous...
-
Service Desk Manager
hace 6 días
Ciudad de México Toshiba Global Commerce Solutions, Inc. A tiempo completo**The company** Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous...
-
Service Desk Manager
hace 2 días
Ciudad de México Toshiba Global Commerce Solutions - External A tiempo completo**The company** Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous...
-
IT Service Desk Technician
hace 2 meses
Ciudad Juarez, México Arias A&A Talento Humano Consultores A tiempo completoHelp users calling the Service Desk queue. - Generate tickets and escalate the tickets in a need basis. - Report Internet Outages or Phone outages to ISP/Telco Providers. - Report any suspicious activity to immediate supervisor. - Report any companywide/emergency issue to immediate supervisor - Troubleshoot/replace PCs/Phones - Other duties as...
-
Service Desk Sr
hace 2 semanas
Ciudad de México Ericsson A tiempo completo**About this outstanding opportunity!**: Join us and enjoy our #hybrid work from home & from office! Are you ready to make a difference? ***You will**: - Be responsible for handling services that involves Field Technician Workforce assigning and coordinating activities for corrective and preventive maintenance to ensure that our customer communications are...
-
Service Desk Sr
hace 2 semanas
Ciudad de México Ericsson A tiempo completo**About this outstanding opportunity!**: Join us and enjoy our #hybrid work from home & from office! Are you ready to make a difference? ***You will**: - Be responsible for handling services that involves Field Technician Workforce assigning and coordinating activities for corrective and preventive maintenance to ensure that our customer communications are...