IT Service Desk Supervisor - Heritage Insurance : Job Details

The IT Service Desk Supervisor will be responsible for coordinating the services that the IT Service Desk Team provides. The Service Desk Coordinator will provide excellent customer service, manage the ticketing system for all IT-related support requests and assist the AVP of Operations in achieving expected service levels. This is an onsite rolein our corporate Headquartes located in Tampa, FL

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Ensure that specific customer service standards are met timely and that the support team provides quality technical support for both internal and external customers through the service request system, telephone and email communication, diagnosing problems and successful resolution.

* Coordinate and manage the work of employees by directing members of the team to meet the area's goals. Audit regularly to ensure standard operating procedures are being adhered to.

* Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.

* Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities

* Monitor team performance and develop regular feedback reports for IT and business management.

* Determine priority and escalation of tickets entered in the system as needed

* Manage escalations and ensure any issues are resolved in a timely manner.

* Collaborate with IT Leadership to improve overall operational efficiency.

* Contribute to improving overall customer support by actively responding to queries and handling complaints.

* Establish best practices through ongoing review of the entire technical support process.

* Follow up with customers to identify areas for improvement and/or enhancement

* May perform other duties and responsibilities as assigned.

MANAGEMENT / SUPERVISORY RESPONSIBILITIES:

* This position does have supervisory responsibilities.

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KEY COMPETENCIES:

* Computer Skills - Skilled with computers, takes advantage of new technology, learns new tools quickly, uses technology to enhance job performance

* Customer Service - Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers

* Technical Skills - Maintains current understanding of technical processes/equipment, uses technology to increase performance/productivity

* Sense of Urgency - Meets deadlines, establishes appropriate priority, gets the job done in a timely manner

* Teamwork - Accountable to team, works to meet established deliverables, appreciates view of team members, respectful

EDUCATION AND TRAINING REQUIRED:

* Bachelor's Degree: Preferred

Licenses/Certifications:

* Certifications related to CompTIA and / or Microsoft

WORK EXPERIENCE REQUIRED:

* Prior experience managing an IT support team or similar IT related function.

OTHER QUALIFICATIONS REQUIRED:

* Proficiency with Microsoft Office programs required.

* Demonstrated customer service focus / superior customer service skills.

* Excellent communication and interpersonal skills.

* Results driven with strong problem solving and analytical skills.

General Information:

All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc. The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Heritage Insurance Holdings, Inc. is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.