Help Desk Supervisor, Managed Services

Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary

The Help Desk Supervisor’s role is to oversee the Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level when necessary. Responsible for overseeing and supervising the staffing, day-to-day activities and operations of technical staff. Manages and reports relevant key performance indicators.

Job Description

Core Responsibilities

• Enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Manage the processing of incoming calls to the Help Desk via both telephone, e-mail, and chat to ensure courteous, timely, and effective resolution of end user issues.
• Maintain an overall knowledge of current escalated issues. Possess a broad understanding of Deep Blue’s clients and their specific technical requirements.
• Ensure that Help Desk staff provides timely and considerate customer service to end users by fielding all customer escalations, supervisor requests and resolving customer service issues.
• Communicating with end users and your helpdesk team to properly escalate issues that require further technical analysis
• Display good interpersonal, organizational, and resource-conservation skills
• Perform quality assurance auditing of tickets worked and calls taken by direct reports.
• Interface with backline engineering regarding escalations.
• Manage and report key performance indicators, including average speed to answer, abandon rate, service level % etc.
• Handle difficult customer inquiries and complaints referred by technicians.
• Assist in scheduling and assignment of technical staff to meet support needs.
• Hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs etc.
• In conjunction with the engineering team, develop new processes and determine division of responsibilities among teams.
• Assist in recruiting and selection of hiring new staff.
• Assist in onboarding of new staff, including ensuring that all needed training is provided.
• Stay abreast of rapidly developing new technologies that will require support from the team.
• Train subordinates as new technology is implemented.
• Perform employee evaluations, disciplinary actions etc.
• Participates in weekly, semi-monthly and monthly customer care calls, as required.
• Serves as first supervisory level on-call.
• Consistently exercise independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Competencies

• Leadership and Collaboration
• Communication Proficiency
• Emotional Intelligence
• Coaching/Training
• Conflict Resolution
• Performance Management
• Technical Capacity
• Customer/Client Focus
• Flexibility
• Teamwork Orientation
• Recruiting/Interviewing
• Motivation/Team Building
• Problem Solving
• Integrity

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.