Service Desk Supervisor

Job Title: Service Desk Supervisor
Location: Remote

Job Description Summary:
As a Service Desk Supervisor, you will be a vital client-facing figure, helping clients succeed in resolving incidents and service desk requests on time and effectively. This role is a blend of technical expertise and management skills, essential for leading our client success journey.

Responsibilities:
>Develop and maintain robust client relationships, ensuring a seamless experience with Dalos’ services.
>Manage 24/7 client Service Center dealing with Service Desk and network-related issues.
>Supervise technical team (agents).
>Align our solutions with client asset management needs.
>Offer technical guidance and support for connected device management.
>Monitor client product usage, providing actionable insights to internal teams.
>Collaborate with technical teams for quick resolution of client issues.
>Prepare and deliver regular reports on the service desk, product performance, and client satisfaction.
>Identify growth opportunities within existing client accounts.

Management Requirements:
>B.S. Degree in Information Technology or a related field.
>Proven experience in client success and technical support roles.
>Strong leadership and team management skills.
>Excellent communication and interpersonal abilities.
>A problem-solving mindset focused on efficiency and client satisfaction.
>Technical proficiency in Dalos’ products and services.
>Capability to manage and maintain schedules for a 24/7 support team.

Technical Requirements:
>Experience in troubleshooting Windows and Mac computers.
>Skill in creating knowledge base articles for standardized process adherence.
>Expertise in handling 1st level service desk issues, including password and MFA resets.
>Competence in developing executive monthly reports.
>Familiarity with MDM tools such as JAMF, Intune, and SOTI.
>Efficient management of ticketing systems and team issue resolution.
>Conducting weekly 1-1 calls with team members.
>Experience in Network devices such as Routers, firewalls, Network Switches, and Access Points
>Experience in network Monitoring tools reporting outages.
>Manage new facility onboarding and asset upgrades

What We Offer:
>A dynamic and supportive remote work environment.
>Competitive salary.
>Opportunities for professional growth in a growing industry.
>A significant role in impacting client success and satisfaction.