Help Desk Supervisor jobs in the United States

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

ROLE PURPOSE

The Service Help Desk Supervisor is responsible for managing the day to day operations of the North America Help Desk. Their responsibilities include managing personnel, fielding questions, handling unplanned force adjustments, handling escalated customer contacts, recognizing the need for procedural changes and escalating problems, when necessary, to the Manager. The Supervisor is the first point of contact for the field and other internal departments. The Supervisor will also be responsible for preparing and analyzing reports, handling personnel issues, setting and meeting individual and team objectives.

MAIN RESPONSIBILITIES

• Manage customer needs and perceptions
• Manage field needs and perceptions
• Manage North America Service Help Desk for quality performance
  • Review Survey results
  • Observe customer calls
  • Review tickets
  • Review various employee measurements
• Develop and coach Service Help Desk employees
• Identify and implement process improvements and efficiency opportunities
• Manage planned and unplanned projects
• Create and maintain training documentation
• Interview, hire and train new employees
• Support the Director in additional activities
• Clerical record keeping (E time, vacations, absence, etc.)
• Provide afterhours support for Call Center Agents
• Provide afterhours support for 3rd party vendor
• Write and present employee reviews
• Interview potential candidates
• Hire new candidates
• Handle customer complaints
• Directly manages team of employees
• Carries out management responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning; assigning, and directing work.
• Appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIRED EDUCATION AND QUALIFICATIONS

• Degree from a 2-year college or university; or 2 to 4 years related experience and/or training; or equivalent combination of education and experience.

REQUIRED SKILLS AND COMPETENCIES

• Listen to employees and handle their requests as appropriate based on company policies and business needs.
• Communicate effectively with internal and external customers, employees, co-workers and other departments.
• Create and deliver training.
• Identify and create processes.
• Identify areas of process improvement and create the process to support the improvement.
• Read, analyze, and interpret customer contracts, processes, and technical internal documents.
• Respond to inquiries and complaints from external customers, internal customers or members of the business community.
• Coach and develop all levels of employees.
• Vary their communication / development skills to meet the needs of the employee.
• Create and deliver developmental plans to eliminate skill deficiencies.
• Work with mathematical concepts used in identifying work force requirements / adjustments.
• Provide statistical analysis relating to performance stats.
• Identify performance trends based on call statistics.
• Apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Apply principles of logical thinking to a wide range of intellectual and practical problems.
• Deal with nonverbal symbolism (formulas, graphs, etc.) in most phases.
• Ability to deal with a variety of abstract and concrete variables.
• Ability to recognize employee needs based on verbal and nonverbal actions.
• Understand the differences in employees and how to use those differences to build a strong cohesive team.

PAY RANGE: $50K-65K. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

GLORY SPIRITS

The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory’s mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics

Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Third Party Agencies - Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

Physical Demands and Work Environment Statement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required:

1. May require extended periods of time sitting.

2. Ability to move to other locations freely.

3. Ability to use a computer, phone, printer, headset, and fax machine.

4. Ability to read and comprehend documentation.

5. Ability to write instructional documentation.

6. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.

The Manager may be required to work weekends or holidays for special projects.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.