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Audio Visual Service Desk / NOC Supervisor - Virtual (Night Shift) Atlanta, GA, USA * Boston, MA, USA * Chicago, IL, USA * Denver, CO, USA * Phoenix, AZ, USA * San Diego, CA, USA * Seattle, WA, USA * Virtual Req #3712 Tuesday, July 23, 2024 At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations. Our dedicated teams craft solutions experienced by millions every day including: Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe Founded in 1993, we're a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on LinkedIn and Twitter. What part will you play? The Service Supervisor position is responsible for providing best-in-class customer service to our customers. The supervisor will be responsible for evaluating, coaching, training, development, and staffing to ensure operational excellence. They will work closely with service management, sales reps, and customers to ensure customer expectations are met, and continually strive to improve the customer experience. What will you be doing? Responsible for 24 x 7 service desk intake operations. As an individual contributor while the team may not directly report to this role there will be a lot of people engagement in functional and process related aspects Provide daily direction and communication to the team to ensure timely & quality execution against client contracts and SLA's. Monitor calls and identify opportunities for training. Deliver committed SLAs across all channels. Maintain the highest level of customer satisfaction. Review tickets, calls, emails and chats for procedure, process, and documentation accuracy. Collaborate with Manager/Director to track, measure and attain KPI's. Would report to Director and works with all the Service Desk managers to drive operational nuances both upstream and downstream. Daily direction and communication to the team to ensure all inbound transactions are responded timely and efficiently. Follow and implement all directives, policies and procedures issued by management. Identify, assign, and follow up on work activities of team members. Communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information. Will be a people manager whose role will include approving PTO and staff schedules. Recommend agent promotions to leadership. Recommend agent award recognition to leadership. Works as an escalation point for their team for any technical or logistical issues. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Responds to and resolves employee issues expressed by team members. Uses appropriate judgment in upward communication regarding department or employee concerns. Ensures employees have appropriate training and other resources to perform their jobs. Works with the Manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives. Prov