Service Desk Supervisor

Overview

If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family while working for a company that takes a people-first approach to business, we invite you to explore our Service Desk Supervisor role.

This role provides strong leadership, coaching and development for the onsite Service Desk team. The Supervisor helps the firm achieve customer satisfaction, ensures employees find their work challenging and the environment is collegial, and ensures work is performed according to company guidelines, laws and best practices. The Supervisor must have strong people management skills to lead, train, mentor, and motivate the team, understand all processes within the domain, and continually improve the team’s skills, processes, and workflow.

Excellent communication and collaboration with other Service Managers are essential. This position reports to the Director of Client Services and is hybrid, requiring 3–4 days at our coworking space in Pasadena (or HQ if based in the Bay Area). Candidates must be based in the Los Angeles area (preferred) or the San Francisco Bay Area.

• Staff Management
  • Meet regularly with direct reports to discuss workload, performance, projects, etc., providing coaching and employee development as necessary (including technical training, feedback on communication and customer service skills).
  • Conduct formal performance reviews regularly with direct reports; discuss performance, identify improvement opportunities, and set annual goals.
  • Participate in hiring and firing decisions; may include interviewing candidates.
  • Train new employees on Xantrion policies, procedures, technologies, and resources.
  • Set priorities and manage day-to-day workload to ensure service level agreements are met.
  • Manage staffing, working with the Dispatch team to ensure proper allocation of resources.
  • Assist in resolving day-to-day technical issues as needed.
  • Follow up on negative CSATs by contacting the client to understand what went wrong and how to fix it; funnel feedback to the technician to prevent future issues.

• Coordinate sick and vacation coverage.
• Identify resources and/or develop training materials as needed.
• Develop, track and improve relevant metrics of team performance.
• Approve timesheets.
• Utilize company incident/change management systems.
• Carry a smartphone and participate in rotating on‑call schedule as a manager.
• Meet with your manager and direct reports regularly to discuss opportunities and achievements.
• Encourage direct reports to engage in continuing education to enhance team skillset and experience.
• Work independently on tasks with minimal guidance.
• Recommend process and technology improvements as appropriate.
• Deliver regular status updates to support team, management, and customers.
• Perform other duties or special projects as assigned.

Formal Education & Certification

• Bachelor’s Degree or relevant professional experience, required.

Knowledge & Experience

• 5+ years of relevant work experience.
• 2+ years of previous people management experience or in a Lead position preferred.
• Strong leadership skills with the ability to coach, train and motivate a team.
• Experience providing employee feedback around performance and development opportunities.
• Excellent communication skills.
• Basic technical understanding of the following concepts preferred:
• Managing Windows servers in diverse environments.
• Microsoft Active Directory and Exchange mail servers.
• IP networks and IP addressing.
• SMTP, DNS, DHCP, VLANs, and routing.
• VoIP.
• Strong diagnostic and analytical skills.
• Ability to quickly and accurately determine incident scope and impact.
• Ability to multitask with an appropriate sense of urgency.
• Strong understanding of human resource management principles, practices, and procedures, including experience interviewing, hiring and firing decisions preferred.

Personal Attributes

• Strong written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Ability to follow established operating procedures.
• Strong attention to detail.
• Experi…