The RSM Cloud & Managed Services Service Desk Supervisor role is to ensure client requests are conforming to SLA expectations, Service Desk Technicians\Overnight Leads are performing their daily tasks and adhering to firm guidelines, review various metric reports, address team concerns and keep the RSM Cloud & Managed Services Service Desk Managers informed of issues impacting client satisfaction, SLAs and staffing concerns.
Reinforce SLAs to manage Service Desk Technician, client and end-user expectations.
Run and analyze staff metric reports.
Escalation point for clients addressing concerns about Service Desk Technician performance.
Escalation point for Service Desk Technician's who are not able to escalate to an appropriate resource.
Gather and review after hours escalation reporting and distribute to Service Desk Manager and other RSM Cloud & Managed services team.
Enforce and adhere to documented processes and procedures in accordance with RSM Cloud & Managed Services SOC audit controls.
Follow incident response, problem management, and service request framework in accordance in to ITIL best practices.
Prioritize and dispatch emergency tickets when needed.
Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues during high volume times.
Update client and internal documentation as needed.
Create\maintain Service Desk Technician work schedules and ensure coverage during stated open hours including Paid Time Off\Vacation requests, unexpected absences, shift swapping and holiday schedules.
Second escalation point for Service Desk Technicians during after hours emergencies (Client and Internal) when a predefined technical resource cannot be found.
Build rapport and elicit problem details from client contacts.
Have a high level understanding of all back end systems used in the monitoring, patching, maintenance and remediation of client issues.
Work with Sales and Systems teams for onboarding and offboarding of clients. Ensure documentation is updated accordingly, determine go live\go dark dates and communicate this information to the Service Desk Technicians.
Keep Service Desk Technicians informed of changes made by Cloud & Managed Services Management team.
In conjunction with Service Desk Managers, interview potential candidates for open positions within the Service Desk team.
Meet with designated Service Desk Technicians once a year to set goals and once a year for a mid year review of their progress.
Perform post-resolution follow ups to support requests.
Alert RSM Cloud & Managed Services Management to emerging trends in service requests.
Other duties as assigned.
Bachelor's degree in Information Technology or related preferred and/or combination of education and relevant experience.
2 - 4 years of experience in a technology end-user support role.
ITIL Foundations certification
Strong communication, customer service and problem solving skills.
Strong written communication skills.
Strong documentation skills.
Strong analytical skills.
Excellent client skills and customer relationship management skills, with proven ability to build relationships with key decision makers
Ability to grasp technical concepts at a high level.
Solid understanding of business and information technology processes
Willingness to travel throughout the Midwest.
Overnight travel is less than 5%
You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.
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RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.