Desktop Support Supervisor


Position Summary:
Reporting to the North AmericanSite Technology Director, this position has overall responsibility for their assignedcenters' IT Operations & Management activities and processes required todeliver high service levels to both internal and external customers, optimizingthe cost and promoting IT Service Excellence.
Key Responsibilities
  • Manages the desktopdeployment, health checks and business & technology operations' day-to-dayactivities
  • Take overallresponsibility for Incidents and Service Requests that will affect sitetechnology; Coordinate and engage Site IT resources in support of problemresolution during high-severity technology service interruptions and outages
  • Manage stakeholdercommitment and communications based on the direction provided by immediatemanager; Liaises with business unit leadership to identify potential areas ofinnovation, optimization and automation
  • Enforce compliance ofcompany standards in areas of system deployment, technical documentation,hardware and software installation, Corporate Computer Security Policies andother regulatory compliance requirements
  • Effectively managestraining on new or customized processes and service portfolios
  • Ensures compliance ofall Scorecard Metrics as it relates to performance reviews; additionally,completes each of their team members performance evaluations as required
  • Ensures all team membershave clearly defined roles and expectations; hold team members accountable foractions resulting from quality of work
  • Lead, coach and motivateteam members on a proactive basis
  • Performs other relatedfunctions as assigned by the immediate manager with a moderate level ofsupervision

  • Requirements
  • Possess strong projectmanagement skills to plan and manage resources as required in order tomeet/exceed Key Performance Indicators
  • Ability to effectivelycommunicate complex technical issues
  • Ability to work with othersand personnel at all levels
  • Ability to create anexcellent team climate to drive performance & standards to meet and exceedthe operational metrics defined.
  • Ability to work in a 24x7x365shift environment.
  • Excellent communicationskills that allows for both verbal and written information to be disseminatedto Global Teams and Senior Management

  • Key Performance Indicators
  • Maintain local Site's ITuptime to 99.9%
  • Ensure that all ServiceRequests are within the SLA and Customer Satisfaction Survey is on an AboveAverage rating
  • Ensure that all ITdocumentations, processes and procedures are regularly maintained, reviewed andupdated
  • Ensures that the Site ITTeams comply with the Company standards and Information Security

  • Job Specifications
  • BA/BS Degree with preferencefor a Technical or Business field of study; or 3 - 5 years of equivalent workexperience
  • Proven experience of workingin a BPO and customer relationship management environment capacity (IT servicemanagement, staff performance management/coaching, and business continuity andplanning).
  • Some level of proficiencyin one or more of the following IT Operations: Event Management, IncidentManagement, Problem Management, Request Fulfillment, Access and ChangeManagement, Capacity and Availability Management, IT Service Reporting Services
  • Strong communicationskills (oral and written), interpersonal, customer service, time management,organizational and negotiating skills
  • Must have at least 2yrsexperience in a leadership/mentorship capacity; contain a high level ofmaturity and skills in dealing with people
  • Proficiency with MSOffice (Excel, PowerPoint, Word, Visio, etc)

  • As a condition of employment, TTEC requires employees hired in Canada to successfully pass a background check. TTEC is an Equal Opportunity Employer.
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    About TTEC

    At TTEC, you can enjoy a fast-paced career that offers exciting professional development and career growth opportunities. Our dynamic and inclusive culture is based on a set of values that guide our relationships with clients, their customers, and each other. Founded in 1982 and with more than 49,000 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business. Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customer—whether it's face-to-face, online, over the phone, on social media, or via a mobile app—simple, personal and exceptional!
    Now, how cool is that? Not only will you have the chance to create amazing experiences for yourself, you'll get to help create them for others. So jump on board, join our journey, and take your career amazing places along the way! 

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