Job Description :
Supervisor, Desktop Support
TTEC is seeking a Supervisor, Desktop Support to join our Site Technology Operations team. Our global IT organization of 500 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
What you'll be doing:
- You'll be responsible for the development, mentoring, coaching, and performance of Technicians/Sr. Technicians to meet and continuously improve both TeleTech and client technology metrics and requirements.
- Supervisors, Desktop Support are the main point of contact for desktop support at the site(s).
- They recommend, coordinate, schedule, test, implement and document applications/systems upgrades in order to remain on current levels of software utilized in the supported sites.
- Supervisor, Desktop Support provides guidance, support and problem resolutions to Technicians/Sr. Technicians on more complex issues.
- Supervisor, Desktop Support hold Technicians/Sr. Technicians accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to IT department.
- They oversee and execute the activities and responsibilities of their team(s).
- Coordinate team activities and special projects. Lead staff in accordance with policies and procedures of TeleTech.
- Evaluate department processes.
- Recommend and coordinate needed changes based on process analysis.
What you'll bring to us:
- Achieve 100% uptime of site technologies and systems, and 100% of issues resolved.
- Actively implement strategies and initiatives to enable the business to achieve its objectives.
- Communicate the core strategy and goals to the site technology team.
- Manage day-to-day operations, processes, and reporting.
- Deliver timely and efficient solutions to all technical requests.
- Improve the key success metrics associated with technology goals. These include: 99.95% uptime of systems, Hardware/Software Inventory, Internal CSAT Timebook at 95% Training (1 certificate per year)
- Deliver excellent customer service and communication.
- Respond to all technology issues as appropriate.
- Develop, coach, support, and evaluate the technology team.
- Responsible for development of Technicians/Sr. Technicians.
- Establish realistic team goals and performance objectives.
- Ensure team has tools, systems, and support needed to perform their job.
- Escalate department issues as appropriate and needed.
What skills you'll need:
- At least 2 years experience as Supervisor, Desktop Support or similar role/function
- College Degree or equivalent work experience is required
- Ability to manage multiple, complex, on-going tasks and projects
- Ability to lead and partner successfully with staff and chain of command
