IT Service Desk Supervisor

IT Service Desk Supervisor
FL - Tampa

Job Description

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!

Role Summary:
The Supervisor position is a process management, technical mentoring, and HR management position in the Remote Support Center (RSC). The RSC is a centralized group of engineers focused on and specialized at working support tasks remotely for our nationwide client base. The Supervisor position ensures support requests are being handled within the prescribed Service Level Objectives and that RSC engineers are using the pre-defined Standard Operating Procedures.

Duties and Essential Role Functions:

  • Drive to meet and exceed organizational Service Level Objectives for:
    -Cost per Contact
    -CSC Utilization
    -Customer Satisfaction
    -First Contact Resolution Rate
    -Employee Satisfaction
    -Average Speed of Answer

  • Supervise a team of engineers with a focus on:
    -Client satisfaction
    -Service Delivery Quality
    -Performance Monitoring

  • Job functions
    -Manage the delivery process, performance, and quality of remote support services
    -Improve overall service delivery and quality through training and coaching
    -Improve efficiencies by analyzing remote support activities and proposing recommendations
    -Ensure processes exist and, when possible, are standardized and repeatable
    -Review, train, implement, and enforce Standard Operating Procedures
    -Ensure service levels are achieved and aligned with client agreements
    -Ensure customer expectations are met or exceeded
    -Frequently review individual metrics with team members
    -Identifying coaching or training opportunities to improve individual performance
    -Deliver annual performance reviews to RSC engineers
    -Provide management with performance reports
    -Measure, monitor and work to drive down call and task levels
    -Act as a liaison with Regional Operations Teams and Regional Service Desk Team Leads
    -Supervisor are responsible for HR management functions

  • Excel in the areas of:
    -Remote support skills
    -Client service skills
    -HEROES values and corporate citizenship
    -Professionalism and punctuality

    Job Requirements


  • 2 Years of supervisory experience of a technical team or related experience
  • 2 or more years of providing remote support and troubleshooting experience
  • BA, BS or similar degree in computers/electronics or relevant experience
  • Knowledge of the following industry certifications is desired:
    -MCTS: Windows Server 2008
    -1 Core Exam towards MCSA Server 2012
    -MCTS: Exchange 2010
    -1 core exam towards MCSE: Messaging (Exchange 2013)
    -CompTIA Server+
    -MCITP: Office 365 Administrator
    -Cisco Certified Network Administrator (CCNA)
    -Apple Certified Technical Coordinator (ACTC)
    -Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
  • Strong interpersonal, written and oral communication skills
  • Strong facilitation, conflict resolution and investigative skills
  • Adept at reading, writing, editing, and interpreting technical documentation
  • and procedure manuals
  • Ability to present ideas and solutions in user-friendly language
  • Highly self-motivated and directed
  • Proven analytical and problem-solving capabilities
  • Strong customer service orientation
  • Experience working in a team-oriented and collaborative environment

    Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training. This training is generally conducted within the 1st three (3) months of employment with the company. Additional skills training will also be available and further travel within the U.S. may be required for this position.

    Internal/External Contacts:
    A Supervisor will interact daily with business leaders, department leaders, Central Services team members, Field Engineering team members, and clients. Reports to and interacts with the local Remote Support Center Manager.

    Working Conditions:
    The majority of work will be performed in one of two Remote Support Centers depending upon location; Phoenix, AZ or Denver, CO. Spend consecutive hours in front of computer monitors and using keyboard and mouse. Work at least an eight hour shift schedule starting at various times, which may include graveyard shift work as well as weekends.

    Konica Minolta offers:
  • Competitive compensation program.
  • Outstanding benefits package (including medical, dental, life insurance).
  • 401(k) plan with matching company contribution.
  • Generous holiday and paid time off schedules
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.

    Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™

    Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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