Service Desk Supervisor

The Service Desk Supervisor will aid in the review of service-level objectives for the Service desk and ensure they are met or exceeded with consistency. The Service Desk Supervisor will ensure that the Vendor is customer-focused, able to increase satisfaction, deepen relationships, and effectively manage expectations for a variety of customers. They will track and report on trends around escalations, SLA breaches, customer satisfaction scores, and how DSATs are handled. They will collaborate with the vendor daily to assist. They will report findings to the Service Desk Supervisor and will collaborate with the leadership team for direction. They will be responsible for ensuring the vendor supervisors are on track and have everything they need to succeed.
RESPONSIBILITIES

• Drive KPIs which include but are not limited to (Agent Utilization, Dsat, Csat, Survey response rate, Monthly Service Desk resolution, monthly call abandoned rate, Monthly speed to answer, MTTR, FCR, Call handling time)
• Validate metrics provided to the Service Desk Management Team
• Communicate progress to the Service Desk Leadership Team in daily team huddles.
• Assist in resolving the root cause of escalations and focus on recurrence prevention
• Collaborate with Quality Supervisor to ensure call/incident quality is on target
• Continuous monitoring of vendor-provided dashboards
• Participate in and deliver vendor governance routines
• Track and analyze trends in all support services for incidents and problems working with appropriate departments to bring about change in processes and procedures for support improvement

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4-year degree or related field experience
• A minimum of 5 years experience in a medium to large-sized enterprise environment
• Experience in managing Service Desk metrics, incident management tools, SLAs, KPIs, PIs, and governance routines.
• Requires 3 years of managing staff with proven leadership ability, preferably in a Service Desk/ POS environment
• Evaluated day-to-day operations and implemented new procedures and policies
• Demonstrates strong diagnostic and analytical skills as well as a working knowledge of current POS technologies

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Excellent communication and hospitality skills required
• Must possess and maintain good interpersonal relationships in a team atmosphere
• Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
• Must display working knowledge of KCS Principles
• Extremely high level of attention to detail
• Incident management software experience
• Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC Drive-In restaurants worldwide.
We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences.