Service Desk Supervisor

Lafayette, CA

Full Time

Manager/Supervisor

If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our Service Desk Supervisor role.

Primary Purpose and Function
The overall performance objective of the Service Desk Supervisor is to provide strong leadership, coaching and development for the Service Desk team that primarily works onsite with clients. In doing so, the Supervisor helps accomplish the mission of the firm by ensuring that customers are completely satisfied with our work and recommend us to others, employees find their jobs challenging and their work environment to be collegial and fun, and work is accomplished according to company guidelines, applicable laws and best practices. The Supervisor must have strong people management skills with the ability to lead, train, mentor and motivate the team. They must understand all processes involved within their domain and continually look for ways to enhance the overall team skillset and improve the process and workflow within their area of assignment. They must have excellent communication skills and the ability to collaborate closely and effectively with the other Service Managers on the team who oversee other sections of the Service Desk including Calls or Scheduled Tickets and Escalations. This position reports to the VP of Client Service and will be hybrid, requiring on-sites at our HQ office and client locations, and must be based in the San Francisco Bay Area.

Essential Functions and Responsibilities

Staff Management

Meet regularly with direct reports to discuss workload, performance, projects, etc., providing coaching and employee development as necessary; this may include technical training, feedback on communication and overall customer service skills
Conduct formal performance reviews regularly with direct reports to discuss performance, identify opportunity for improvement and goals for the year
Participate in hire and fire decisions; this may include interviewing candidates
Train new employees on Xantrion policies, procedures, technologies, and resources
Set priorities and manage day to day workload ensuring that service level agreements are being met
Manage staffing, working with the Dispatch team to ensure proper allocation of resources
Assist in resolving day to day technical issues as needed
Follow up on negative CSATs by reaching out directly to the client and understanding what went wrong, and how we can make it right. Funnel this feedback, as appropriate, to the technician to avoid future issues

Administrative Management

Coordinate sick and vacation coverage
Identify resources and/or develop training materials as needed
Development, tracking and improvement of relevant metrics of team performance
Approve timesheets
Utilize company incident/change management systems
Carry a smartphone and participate in rotating on call schedule as a manager
Meet with your manager and direct reports regularly to discuss opportunities and achievements
Encourage direct reports to engage in continuing education to enhance overall team skillset and experience
Work independently on tasks with minimal guidance
Recommend process and technology improvements, as appropriate
Deliver regular status updates to support team, management, and customers
Performs other duties or special projects as assigned

Position Requirements

Formal Education & Certification

Bachelor’s Degree or relevant professional experience, required

Knowledge & Experience

5+ years of relevant work experience
2+ years of previous people management experience or in a Lead position preferred
Strong leadership skills with the ability to coach, train and motivate a team
Experience providing employee feedback around performance and working through development opportunities
Excellent communication skill
Basic technical understanding of the following concepts preferred:
- Managing Windows servers in diverse environments
- Microsoft Active Directory and Exchange mail servers
- IP networks and IP addressing
- SMTP, DNS, DHCP, VLANs, and routing
- VoIP
- Strong diagnostic and analytical skills
Ability to quickly and accurately determine incident scope and impact
Ability to multitask with an appropriate sense of urgency
Strong understanding of human resource management principles, practices, and procedures, including experience interviewing, hiring and firing decisions preferred

Personal Attributes

Strong written, oral, and interpersonal communication skills
Ability to present ideas in business-friendly and user-friendly language
Ability to follow established operating procedures
Strong attention to detail
Experience working in a team-oriented, collaborative environment
Demonstrated interpersonal skills, able to foster strong relationships internally and externally
Ability to work constructively with others as part of a team
Demonstrate a positive attitude
Efficient time management skills

Performance Metrics
Performance will be based on the following information:

External customer satisfaction scores for your direct reports
Manager review of goal achievement

Physical Demands

Sitting for long periods of time
Frequent alpha/numeric keyboarding
Moving personal computers, servers, and battery backup systems, up to 75 pounds.
Oral communications over the phone and in person
Ability to view a computer monitor
Periodic travel to customer offices
Regular travel to Xantrion HQ

Company Policy and Procedure Compliance

Follow and support all company policies and procedures as well as all local, state, and federal laws
Maintain confidentiality of company and customer records and information at all times
Maintain a professional image, in line with company dress code policy

Benefits

100% of medical, dental, and vision for you and your family.
Certification and training reimbursement.
17 Days PTO per year (in addition to training allowance).
401K match up to 4% of salary.
Bonuses for referring new clients or employees

Salary

$75,000 to $90,000 per year.

Xantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

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