Job
Description
As a Service Desk Supervisor at AHEAD, you will be a key member of the Managed Services Operations team, responsible for providing daily operational support, workflow management, and supervision for the 24x7 Service Desk team. Your role will involve ensuring continual improvement, managing critical incident processes, maintaining a quality program, and updating the knowledge base. Your responsibilities will include communicating, leading, and managing high severity outage situations, assisting in staff development and action plans, participating in design discussions for operations tools and technology, coaching and mentoring Service Desk Analysts, delegating ticket workflows, and collaborating with other Managed Services team members to update process and Knowledge Base documentation. Additionally, you will identify gaps in processes, initiate service improvement plans, participate in continual service improvement projects, assist with onboarding new analysts, lead morning operations calls, and run daily reports to support customer requirements. To be successful in this role, you should possess qualities of an effective team leader, inspire trust and respect, demonstrate strong verbal and written communication skills, respect confidentiality, employ negotiation skills, have experience in small to medium business environments, adapt well to changing work environments, possess great organizational skills, and maintain emotional balance in dealing with difficult personnel situations. You will be responsible for supervising Service Desk personnel by ensuring work schedules are adequately covered, rescheduling personnel as needed, conducting written warnings, attending performance review meetings, updating the Operations Manager on personnel issues, representing AHEAD professionally in communications with customers, prioritizing complex scope issues, assigning technical resources appropriately, and ensuring all incidents are addressed in Service Desk ticket queues. At AHEAD, we value diversity and provide opportunities for growth through top-notch technologies, cross-departmental training, certification sponsorships, and continued learning. We offer a range of employment benefits in the USA, including medical, dental, and vision insurance, 401(k) contributions, paid company holidays, paid time off, paid parental and caregiver leave, and more. The compensation range for this role includes a base salary and applicable target bonus amount, reflecting the On-Target Earnings (OTE) that may vary based on relevant experience, qualifications, and geographic location. Join AHEAD to be part of a culture of belonging and continuous growth in digital business platforms.,
