Service Desk Supervisor
: Job Details :

Job Description Overview

Konica Minolta currently has an exciting opportunity for an RSC Supervisor!

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.

***Please note the working hours required will be Friday - Monday, 8am-6:30pm ET***

Responsibilities

• 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
  • Mentoring/Coaching
  • 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

Qualifications

• 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

About Us

Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement

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.