TECHNICAL SUPPORT SUPERVISOR-REMOTE

The IT Service Desk Supervisor supports Compass Group's corporate and field associates by leading a team that addresses technical needs. Reporting to the Service Desk Director, this role provides hands-on leadership, coaching, and oversight to ensure effective user support and alignment with team goals.

Operational Oversight:
Manage daily technical support operations, ensuring service levels are met and incidents are addressed promptly, especially those indicating broader issues.

Team Leadership & Development:
Supervise and mentor staff, conduct training on troubleshooting and customer service, facilitate cross-training, and lead recruiting efforts. Promote a coaching culture and provide regular feedback.

Strategic Planning & Collaboration:
Align team activities with organizational goals, participate in strategic meetings, and collaborate with IT and business partners to anticipate and meet support needs.

Process Improvement:
Analyze support metrics to identify trends and recommend improvements. Lead documentation efforts and standardize processes to enhance efficiency.

Customer Engagement:
Communicate clearly with users, manage expectations, and ensure timely resolution of issues. Serve as an escalation point for complex problems.

Project & Change Management:
Prepare for projects impacting users, assess business impacts of system changes, and ensure readiness for seasonal support variations.

Documentation & Knowledge Sharing:
Maintain support documentation, promote knowledge sharing, and contribute to budget planning and management.

Role-Specific Duties:

• Collaborate with two other supervisors to ensure consistent support across teams.
• Serve as an escalation point for complex technical issues.
• Maintain and update knowledge base and support documentation.
• Perform additional duties as required.

Typically, 5+ years of experience in: * Technical/end-user computing support. * Coaching and mentoring Service Desk support technicians. * Implementation of user self-service support programs including chat support, knowledge centered service and user experience.

Education

* Bachelor's degree in Management Information Systems, Computer Science, Computer Information Systems or equivalent combination of education and experience. * ITIL certification highly desired. * MCSA, A+, Network+, Security+ certifications preferred. * HDI Certified Support Center Manager (SCM) certification preferred. * Apple Certified Support Professional (ACSP) preferred. * Project Management experience preferred.

Interpersonal

Skills * Excellent verbal and written communication skills. * Excellent critical thinking and problem-solving skills. * Positive attitude and solutions-oriented thinking. * Superior customer service skills. * Ability to communicate technical concepts to both technical and non-technical audiences. * Ability to work in a fast-paced environment and adapt to chan