• Service Desk Supervisor (Contract to Hire)

    Job Locations US-TX-AUSTIN
    Posted Date 3 months ago(12/10/2018 7:36 AM)
    Requisition ID
  • Overview

    The Service Desk Supervisor exhibits solid leadership skills, ownership of expectations and deliverables required of the IMAC/Incident Support Service Desk.  This candidate should have 3-4 yrs. of proven leadership & Support/Service Center supervisory experience along with a very strong background in network technologies, voice and data support through a 24 x 7 service request/incident (break-fix) environment, which is required.

    In addition, this candidate will be responsible for assessing and addressing all quality and training needs within the IMAC/Incident Support Service Desk, with a focus on developing agent skill-sets, increasing efficiency and accuracy, and overall quality of work.  The scope of the role includes continuous training of agents in order to meet company and customer objectives.  Will establish and measure quality standards, then develop and implement action plans that address quality issues, with thorough auditing and reporting on results.  This position requires interface with relevant groups to develop specifications for content of training courses, resource guides, knowledge base content, and refresher training as required to include method, media and documentation to be presented. The ideal candidate will be a strategic thinker with strong analytical skills and have proven ability to manage people, processes, and tools.

    Position is Contract to Hire

    Standard hours are 8:00 AM-5:00 pm, but need to be available 24/7/365 as needed.


    About Black Box Network Services

    Black Box Network Services is a leading technology solutions provider dedicated to helping customers design, deploy and manage their IT infrastructure. We deliver high-value products and services through our global presence and 3,500 team members. 


    We provide solutions to build and manage IT infrastructure of our customers with a product platform that covers IT infrastructure, specialty networking, multimedia and keyboard, video, mouse switching and a service platform includes unified communications, data infrastructure, and managed services. Black Box addresses the needs of multiple industries including, but not limited to, business services, retail, government, financial, health-care, technology, manufacturing, distribution, construction, education, hospitality, and transportation industries.


    • Supervising a team of support agents responsible for dispatching of technicians, schedules/prioritizes MAC/Service Request cases utilizing Black Box internal ticketing systems.

    • Ensure agents provide the highest level of customer service when coordinating/facilitating over the phone support as needed related to troubleshooting network, data and voice connectivity issues.
    • Develop content of training courses, resource guides, knowledge base content, and refresher training as required
    • Understanding and knowledge of procedural steps on installation of applications relating to laptops, desktops, Cisco IP phones, Avaya IP phones as needed.
    • Support inventory management activities such as tracking spares, ordering inventory, updating inventory records, prepare and return damaged equipment.
    • Act as an interface, as needed, between associates at the applicable location and centralized project / operations / MAC management teams.
    • Update customers and other stakeholders regularly on ongoing open MAC/Service Requests.
    • Address escalated tickets to assure timely resolution.
    • Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.
    • Performs research to improve service levels, and drive continuous service improvement efforts
    • Ability to meet multiple service level agreement requirements during the ticket life-cycle.
    • Customer SLA and internal OLA monitoring and management
    • Serve as first level escalation point of contact for escalated customer issues
    • Provide after-hours escalation support as needed


    Knowledge, Skills, Abilities:

    • Ability to think logically, multi-task and perform step-by-step troubleshooting in a fast pace environment
    • Must have an understanding of IP phone technology and understand network terminology
    • Ability to document new procedures, update old and/or suggest improvements for Knowledge-base
    • Detail oriented with excellent written/verbal communication skills
    • Ability to work in a team environment while displaying excellent customer service skills
    • Ability to write reports, business correspondence, and procedure manuals
    • Outstanding customer service skills and a dedication to the customer service experience
    • Ability to multitask and meet specific goals set by management
    • Ability to troubleshoot basic product hosting and technical procedures as needed
    • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
    • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

    Education / Experience Requirements:

    • Bachelor’s Degree in Information Technology, Computer Science or related field (Preferred)
    • 2+ years team leadership, supervisory or management experience, or equivalent combination of education and experience (Required)
    • 4+ Years’ experience in support/ call center operations (Required)
    • Working experience with Microsoft Dynamics Solomon, BMC Remedy ITSM, ServiceNow ticketing systems (Preferred)
    • ITIL Foundations Level Certification (Preferred)
    • CompTIA “A+” Certification (Preferred)
    • Experience in data communications (Preferred)
    • Basic knowledge of IP networking (Preferred)
    • Basic knowledge of IP phones (Preferred)
    • Basic knowledge of Cisco switches and routers (Preferred)
    • Basic knowledge of local and wide area networking (Preferred)
    • Experience with documenting procedures, knowledge base content, and build quick reference guides
    • Experience with establishing SLA’s with a background in service delivery and service support processes
    • Proficient in MS Office & Visio

    Supervisory Responsibility:

    This position will supervise individual contributors.  15 Service Desk Agents and 2 leads.


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