Supervisor, Service Desk
Amherst is revolutionizing the way U.S. real estate is priced, managed and financed in order to unlock opportunities for all market participants. Driven by data, analytics, and technology, Amherst has a 20-year history of anticipating where the next risks and opportunities are likely to emerge and designing actionable strategies for investors to capitalize on opportunities across residential real estate, commercial real estate and public securities. Amherst, along with its affiliates and subsidiaries, has more than 900 employees, $5 billion under management and approximately $15 billion under advisement and oversight. www.amherst.com.
As our Service Desk Supervisor, you will be responsible for ensuring resource allocation, attendance, effective achievement of key performance indicators, and planning activities. The creation of reporting around Service Desk activities, Service Level Agreements, and end-user contact and issues including daily monitoring of metrics and monitor (randomly) end-user issues, responses, and resolution rates to track patterns. Documents, tracks, and monitors Service Desk issues to ensure a timely resolution.
Key Responsibilities:
Conduct scheduled meetings with Manager/team to review previous weekly statistics and forecast daily efforts required (weekly basis)
Ensure adequate daily resources available to fulfill team objectives by making sure all daily tasks are covered. Manage all team schedules and workloads on a day-to-day basis and manage escalation queue, identify and track issues and determine the severity level
First point of contact for all escalations and proactively monitors all user’s tickets queues to ensure team performance (key performance indicators and quality assurance) are met
Analyze statistics on a weekly / period basis, provide recommendations for improvement and development to Standard Operating Procedures (SOP) and/or other support team managers
Ability to complete multiple simultaneous projects in a timely manner
Implement recommendations for quality and continual improvement on a weekly and monthly basis via call monitoring and side-by-side coaching
Provide real-time feedback for assigned support agents to identify areas of development, skill gaps, and training needs via monthly team meetings and monthly one-on-one review sessions, review and agree any required corrective action against those objectives.
Conduct weekly task meetings with the manager to propose ideas and recommendations sourced from within the Service Desk team, to improve efficiency and the customer service experience.
Skills:
Bachelor’s degree preferred and 5+ years of Customer Support/Help Desk Supervisor/Team Lead experience. In lieu of a degree, at least 5 additional years in a professional IT-related and/or business-related role
Minimum 5+ year experience supporting Windows XP and 7 environments, preferably in a Help Desk/Service Desk environment
Strong communication (written and verbal), interpersonal, and analytical skills
Ability and desire to provide excellent customer service to internal and external customers
Working knowledge of MS operating systems and applications
Ability to work independently and in a dynamic environment
Preferred: HDI Support Center Team Lead, ITIL Foundation Certification, A+, N+, MCTS or MCITP Certifications
Our full-time employee benefits include:
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
- Relaxed casual environment with virtual office events
Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.