Service Desk Supervisor (Job #1262) – New York

Premier Investment Management Leader seeks an Administrative Services Client Service Desk Manager to oversee a staff of 5 first level Client Service Desk Representatives. In this role you will be expected to provide and analyze metrics as well as conduct trend analysis in order to ensure that the Client Service Desk provides a consistently high level of service to all of our clients. Your ability to clearly and concisely document and communicate issues relating to statuses, updates, daily issues, workflows, procedures and systems issues will be critical. Dedication to developing your staff and enforcing policies along with an overall focus on continuous improvement/change management are key to success in this role.

Specific Responsibilities:
* Manage and coach Client Service Desk Representatives to provide superior customer service as they effectively receive service requests for any of the services provided by Administrative Services.
* Ensure all Service Requests are effectively recorded and routed in the CAFM and EBS systems accordingly and prioritized. Ensure quality customer service to all end users and measure the effectiveness and support quality provided by the Client Services Desk staff.
* Maintain effective follow-up procedures on all open Service Requests to ensure closure of tickets in order to meet or exceed end user expectations. Partner in establishing controls for reporting and managing service level agreements (SLAs) and operational level agreements (OLAs).
* Ensure all daily procedures and policies are being followed. Some key processes are: monitoring next day events requests are accurate, EBS Service Requests are Locked, all Dining Requests have the appropriate approval, last minute Audio Visual and Dining Requests are routed and escalated to the service proper service group on a timely manor.
* Communicate with Administrative Services support groups on a daily basis through daily reports, verbal and written communications. Serve as the liaison to other managers regarding the status and resolution of open issues.
* Create weekly, monthly, and specialized reports of dining, A/V, and Facilities Services as requested. Track and analyze trends in Client Service Desk requests, generate statistical reports to help Administrative Services improve systems and procedures to enhance quality of service and to help prevent future problems. Conduct customer satisfaction surveys and implement service delivery improvements as appropriate tasks as directed by Management.

Requirements:
* Four Year Degree in Business Management.
* Minimum 5 Years multi site Call Center Management experience with a proven track record.
* Minimum 3 years Facilities experience
* Excellent Communication and Customer Service Skills
* Expert knowledge of the Microsoft Office Suite. Familiarity with ITIL concepts, specifically in the area of service delivery preferred.
* Previous experience using Facility Center/Tririga or other Service Desk tracking system.

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Salary: 75000 - 85000