Service Desk Supervisor

Support Center Supervisor (Hybrid) (PEI)

Position Description :

The Support Center Supervisor (Team Leader) provides oversight of the day-to-day responsibilities of a team of Support Center Analysts (Technicians).

A Support Center Supervisor will act as a subject matter expert for one or more assigned clients, while supporting Analysts when needed with the ultimate goals of fostering professional growth, maintaining / improving client relations, and driving constant improvement.

The Support Center Supervisor must also possess strong written and verbal communication skills, the ability to not only create and interpret reports from available data;

and present these reports to the client and internal stakeholders. Above all, to be successful in this role, the Support Center Supervisor must display natural leadership characteristics, motivate others, coach and develop a team of Analysts to consistently improve and exceed performance objectives.

Essential Duties / Responsibilities :

• Lead, coach, and develop a team of analysts by using methods that align with Buchanan Technologies core values, expectations, and client-specific requirements
• Work with all members of the Support Center leadership team to ensure effective management of a complex 24 / 7 operation using varied channels of communication
• Provide expertise and guidance to Analysts to ensure resolution and other contractual objectives are met
• Partner with client-based contacts for knowledge sharing and handling of unresolved contacts
• Participate in the creation and facilitation of rhythmic client reporting and presentations
• Produce and maintain technical / procedural documentation in support of client and agent activities
• The Support Center Supervisor is a dynamic role; other duties will be assigned as appropriate to ensure the success of the team

Required Skills :

• Fundamental understanding of coaching and people management; 2 years experience in a leadership role preferred
• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
• A natural sense of urgency when dealing with timed priorities and the ability to meet service level agreements
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Strong problem solving / analytical abilities; Ability to demonstrate a solid understanding of software and hardware, basic network components, and technical concepts
• Ability to understand and influence the customer experience for end-users and implement a strategy for consistent improvement
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Ability to follow defined processes and procedures
• Proficient in using Microsoft Office, particularly Excel and PowerPoint
• Candidates must also be able to work any shift, holidays, and weekends

Experience / Education :

• Two or Four-year degree in IT-related field or equivalent experience in a Technical Support / Help Desk environment or relevant experience in a technical field
• Two years’ previous supervisory experience, preferably in a contact center or technical support center environment
• ITIL Certification is considered an asset
• Previous experience with Service Now considered an asset

Come Work With Us!

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our Prince Edward Island Support Center is based in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center.

Our office is flooded with natural lighting and access to a wrap-around rooftop deck. Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

• Fully Paid Benefits (Single or Family Coverage) that include Health, Dental, Vision, Life Insurance, and more
• RRSP plan that sees your contributions matched by Buchanan Technologies
• Technology Purchase program that ensures you always have the latest tech for personal use
• Paid education / certification program that not only helps you build your professional skills but is also part of the foundation

Job Types : Full-time, Permanent

Schedule :

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Hybrid : must be in PEI, requires to be on site a Minimum of 3 days per week.