Supervisor, Helpdesk-Service Desk-Remote

Helpdesk Supervisor - Remote in USA

TTEC is seeking a seasoned Helpdesk Supervisor to join our Global team. You'll provide incident management and problem management solutions and help drive change to the existing incident management process.

Using a consistent and pragmatic approach you will be responsible for ensuring resources are following our standard operating procedures and process flows, create efficiencies, while managing tactical and technical resources.

What we're looking for:

• Follow as well as modify, if necessary, our incident and problem management policies, and procedures utilizing ITIL process framework to reduce adverse impacts of incidents and to prevent recurrence of incidents
• Develop, conduct and perform detailed analysis to identify trends and root cause using our internal ticketing system
• Perform call reviews and develop plans to further development
• Negotiate and prioritize work incidents [urgency vs. impact]
• Drive and manage interactions with key primary vendors

What skills you'll need:

• Incident Management and Problem Management experience operating under the ITIL framework process is required
• Experience with CRM applications is required
• Exceptional client interfacing skills is required
• Experience managing and mentoring tactical and technical resources
• Strong experience performing trend analysis and providing reporting metrics and data to show root cause
• Proficiency in technical writing
• Prior experience generating Standard Operating Procedures and Process Flows
• Strong organizational and multi-tasking skills with ability to prioritize is a must
• Call Center Operations Management experience is preferred

What You Can Expect

• Dedication to your career growth and professional development
• Actively diverse and inclusive culture
• Community-minded organization committed to giving back
• Global team of curious lifelong learners guided by our company values
• And yes.. . all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

LI#Remote

Primary Location

Job