End User Support Supervisor

Description

This role directly supervises a team of technicians providing Tier 1 and Tier 2 technical support for bank employees and 'white glove' Support for Executives. The supervisor guides daily operations and activities for the Service Desk (Cadence Technology Help Desk) team ensuring positive and professional interactions for great user experiences for everyone contacting the Service Desk. The person in this position ensures support requests are addressed in a timely manner while adhering to applicable policies, procedures, and workflows. Hiring and developing qualified diverse and capable teammates, the supervisor fosters a cohesive and high-performing team, provides support and escalation guidance to technicians, assists in proper escalation of critical issues, and coaches for success.

Hybrid Position Located in Birmingham, Alabama

Responsibilities

Team Staffing and Development

• Conduct interviews and collaborate with HR in the hiring process
• Ensure successful onboarding and training of new teammate for smooth team integration
• Lead performance management and reviews, coach for success, appropriately discipline
• Provide assignments and challenges for personal and professional development
• Approve time cards and requests for time off

Tactical Operational Oversight

• Actively monitor call and ticket volumes and workflow for request satisfaction within SLAs/SLOs
• Assist with prioritization of competing priorities and proper issue assignment and escalation
• Equip the team and help remove barriers
• Track call and ticket handling statistics
• Prepare monthly work schedules in support of business operations
• Ensure adherence to departmental and company policies and procedures.
• Prepare and deliver routine KPI reports and ad hoc reports and research
• Serve as delegate in the End User Support Manager's absence.
• Follow up on Teammate (employee) satisfaction feedback

Strategic

• Analyze individual and departmental performance to identify improvement opportunities
• Continuously seek to enhance quality of service to teammates
• Collaborate with other departments to identify and improve Service Desk performance.
• Track and analyze trends in requests and incidents
• Identify and enhance employee self-sufficiency
• Effectively understanding of the organization's goals, objectives, and culture

Position Requirements

• Minimum 3 years experience in a Lead or Supervisory role of a technical support team.
• Customer service orientation with experience in Help Desk or customer-facing environment
• Versatile leadership skills for guiding and influencing a diverse workforce
• Active listener and effective communicator
• Foster healthy relationships with direct team as well as colleagues across the company
• Anticipate needs and proactively act and deliver
• Solves tactical problems with keen analysis and attention to detail with focus on strategic goals
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Degree preferred but not required