Service Desk Supervisor

Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : (Use the "Apply for this Job" box below). et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français.

Konica Minolta currently has an exciting opportunity for a GCS Service Desk Supervisor supporting clients throughout the United States and Canada. Reporting to the Global Client Services (GCS) organization, this role is responsible for leading a team of Service Desk professionals while ensuring the delivery of exceptional customer service and operational excellence. The Supervisor will oversee daily operations, workforce management, service quality, performance metrics, customer satisfaction, and employee development.

This position plays a key role in fostering a culture of accountability, collaboration, continuous improvement, and customer-focused service delivery.

• Lead, coach, and develop a team of Service Desk agents to achieve operational and customer service objectives.
• Establish performance expectations and provide ongoing coaching, feedback, and career development opportunities.
• Conduct performance reviews, development discussions, and corrective action activities as needed.
• Support succession planning and employee growth through mentoring and skill development.
• Foster a positive, collaborative, and customer-focused team environment.
• Support onboarding, training, and knowledge transfer for new team members.

• Oversee daily Service Desk operations to ensure service levels, productivity targets, and customer commitments are consistently achieved.
• Monitor operational performance, queue health, workload distribution, and staffing requirements.
• Manage workforce scheduling and resource allocation to support customer demand and business objectives.
• Serve as an escalation point for complex customer issues and ensure timely resolution of incidents, requests, and service concerns.
• Identify operational risks and implement solutions to improve service delivery, efficiency, and customer experience.

• Conduct quality reviews of customer interactions, case documentation, and support activities to ensure adherence to company standards.
• Monitor compliance with established procedures, service commitments, and operational requirements.
• Analyze performance trends and develop action plans to improve quality, consistency, and customer satisfaction.
• Support audits, operational reviews, and continuous improvement initiatives.
• Assist with the implementation of new technologies, processes, programs, and organizational initiatives.

• High School Diploma or equivalent required;
  Associate's or Bachelor's degree preferred.
• Minimum of five (5) years of experience in customer service, service desk operations, technical support, or a related field.
• One (1) to two (2) years of leadership, team lead, coaching, mentoring, or supervisory experience preferred.
• Experience supporting customer-facing service organizations.
• Experience managing service levels, operational metrics, workforce management, or quality programs.
• Experience with managed print services, multifunction devices, service delivery operations, or related technologies preferred.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication abilities.
• Strong customer service, relationship management, conflict resolution, and problem-solving skills.
• Ability to lead and motivate teams in a fast-paced operational environment.
• Knowledge of Service Desk operations, service management principles, and customer support best practices.
• Ability to analyze operational metrics, identify trends, and make data-driven…