Job Posting for Service Desk Supervisor at Auxilion Ireland
Hybrid – Sheffield and Tankersley, UK FTC - 2 years with the possibility of extension
Auxilion is a leading provider of IT outsourcing and IT managed service solutions. As part of the Auxilion organization you will work directly with a client, to provide the best possible technical service and customer experience that the client requires.
Job Overview:
In the Service Desk Supervisor role, you will lead all aspects of delivering the best technical support to a Managed Print Service Client with large annual revenues. You will supervise a multi-faceted team of technical and non-technical support people with a high focus on best in class service support. Responsible for overseeing major incident escalations, new & BAU projects, software and solution resolution by driving the team to resolve all incidents in a timely and successful manner. Applies six sigma methodologies and drives an ITIL structure and terminology demonstrating market awareness, customer retention and supports business growth. Develops cross functional working relationships and networks at all levels to drive timely resolutions, motivated people and strong team management.
Role Responsibilities:
Overall ownership of the Service delivery
Ability to hire, mentor, supervise and ensure performance of a team
Provide best in class service support structure to support customer needs
Communication - Ensuring high levels of verbal and written documentation to the client
Works with Customer Success Managers to drive tighter cost model to deliver margin growth
Creating and maintaining processes / documentation using six sigma principles
Identifies and develops new opportunities on current project
Supports qualification and opportunity assessment for large and moderately complex opportunities
Manages client relationships
Frequently represents the organization to external customers/clients
Supervisor to internal and external resources with a team size less than 15 people
Provides performance review input and indication of area of development for team members.
Technical Competencies:
Some relevant Client Management experience & 2-4 years industry experience preferred
Experience in developing customer relationships including good negotiation, presentation and communication skills
Experience in localized revenue deals
ITIL v3 Foundation or above
Proven track record in facilitating virtual teams, ability to influence decisions that benefit HPI or the customer, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
Business Competencies:
Growth mindset
Evidence of successfully escalating and managing risk to deliver successful outcomes.
Experience in developing project status reports and providing management reports to Executive board level stakeholders
Experience and evidence of strong project planning monitoring and control
Experience of supervising multi-functional delivery teams, in similarly complex environments
Evidence of strong client up-skilling and knowledge transfer capability.
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