Help Desk Supervisor

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya's culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.

Job title: Help Desk Support Supervisor

Mon

• Fri 4pm

• 12:30am

Location: Orlando, FL

WHAT WE ARE LOOKING FOR:

We are seeking a full-time Help Desk Support Supervisor for our on-site location in Orlando, Florida. The Help Desk Supervisor is primarily responsible for optimizing the efficiency of the Help Desk operation and overseeing the day-to-day Help Desk activities and projects. The Supervisor works with the Help Desk management team to deliver best-in-class practices and develop policies, procedures, and standards for the Help Desk. They will maintain relationships to monitor and maintain the satisfaction level of team members in various aspects of the business and prepare reports on Help Desk performance. They assist with guidance and validation of support criteria and service delivery definition, analysis and changes to existing procedures and policies and participates in employee performance management, hiring/termination actions, training needs assessment, and career-planning guidance.

Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures. Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI's) and metrics. Critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Verified knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively. Self-motivated with a strong work ethic and can solve complex and cross-functional problems. Verifiable experience in developing support teams and coaching employees to meet achievable goals. Some after-hours and weekend work as needed.

This position is 100% in-office at our brand-new location in Orlando Florida.

WHAT YOU'LL DO:

We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Support Supervisor, you will play a crucial role in coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties around reporting and analytics. This includes Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should display strong communication skills, including verbal and written communication. Must have the ability to prioritize and manage multiple tasks and work well under pressure in order to make sound business decisions in a high-paced environment. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.

• Lead, coach, and supervise Help Desk team members daily to improve customer service, satisfaction, and increase overall efficiency of the operations.

• Monitor and improve morale and overall job satisfaction of the Help Desk staff.

• Train and transfer knowledge to Help Desk team members.

• Support and assist Help Desk Agents with their key duties and responsibilities.

• Work closely with the Help Desk Manager to ensure all service level objectives and KPI's are measured, and Agents receive the continued training required to improve in the role.

• Take appropriate action to follow up on resolving customer issues.

• Identify breakdowns with current processes and collaborate with management to find a solution that improves the customer experience.

• Ability to cooperate within the department and with other teams to meet operational goals.

• Provide supervision of Agents and allocate resources effectively to meet support demands.

• Complete the daily duties for administration as the onsite lead for the Help Desk.

• Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.

• Monitor quality assurance processes to ensure consistent and high-quality customer support.

• Review, co-develop and maintain formal procedures for Help Desk operating/procedure manuals so as to ensure consistency and increased productivity.

• Work with Management team to investigate and resolve issues reported in client CSAT.

• Conducts daily Agent huddle meetings.

• Participate in IT management activities and decision making.

WHAT YOU'LL BRING:

• Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others' views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.

• Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.

• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.

• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.

• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.

• Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment.

• Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.

• Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment.

• Supervisory experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.

• Experience with Microsoft Excel Pivot tables and reporting features

• Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, HDI support Center Lead, or similar industry-recognized credentials are a plus.

• Ability to handle stress well in times of heavy workload and in critical business scenarios.

• 2+ years of experience in IT Service Management, leading technical support teams.

• 2-4 Years' experience working in Help Desk / Help Desk Agent.

• Excellent interpersonal skills, and leadership abilities

• Experience working or supporting in a Managed Services Provider (MSP) environment is a huge plus!

YOUR REWARD:

Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!

Our benefits package includes:

• 100% employee premiums covered for medical, dental, vision, life and disability insurance for select plans.

• Up to $1500.00 for individuals and $2000.00 for families a year in HSA deposits paid for by Kaseya.

• Paid parking.

• 401k.

• Paid Holidays.

• Generous PTO.

• Casual and fun work environment.

If this sounds like the right career to fit your personality and interests, please apply, we're looking forward to meeting you!

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information

Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.