Service Desk Supervisor
19 days ago
Cary
Job DescriptionPosition Summary The Service Desk Supervisor is responsible for leading the day-to-day operations of our Contact Center and ensuring the team delivers timely, high-quality support. This role oversees Help Desk staff performance, workflow, and service delivery while promoting a positive, engaged, and accountable team culture. As a working supervisor, this position may also provide case management and administrative support as needed. This role is based in Cary, North Carolina and is onsite. The ideal candidate brings strong leadership skills, a customer-focused mindset, and experience managing service or call center teams in fast-paced environments. Skills & Core Strengths • Team leadership and performance management, • Contact center and service operations management, • Customer service and client experience focus, • Workflow optimization and operational efficiency, • Case management and ticketing systems, • Resource planning and workload management, • Problem-solving and decision-making, • Cross-functional collaboration, • Coaching, mentoring, and employee development, • Service level agreement (SLA) management, • Data tracking, reporting, and performance metrics, • Professional communication and conflict resolution What You'll Do • Lead daily operations of the Help Desk and Contact Center to ensure consistent, high-quality service delivery, • Supervise and support Help Desk staff, including scheduling, attendance, performance management, and adherence to policies, • Provide coaching, feedback, and development opportunities to drive individual and team performance, • Oversee ticketing workflows, case management processes, and service response times to meet established SLAs, • Monitor workload distribution and adjust resources to maintain productivity and service levels, • Identify opportunities to improve processes, workflows, and operational efficiency, • Support hiring, onboarding, and training of Help Desk team members, • Provide hands-on case management support, including tracking and resolving service tickets as needed, • Monitor and report on key performance metrics, trends, and service outcomes, • Coordinate with vendors and subcontractors to support service delivery and issue resolution, • Collaborate with internal teams to support customer needs and operational goals, • Ensure compliance with company policies, procedures, and service standards, • Perform additional duties as needed to support business operations What You'll Need Required Qualifications • Associate degree or equivalent professional experience, • 4–5 years of experience in call center, help desk, or service operations, including at least 2 years in a supervisory role, • Experience leading customer service or technical support teams, • Strong organizational, decision-making, and problem-solving skills, • Excellent communication and interpersonal skills, with a strong customer service orientation, • Proficiency with business applications and multiple operating systems, • Ability to manage multiple priorities in a fast-paced environment, • Bachelor’s degree, • Experience with service management or call center platforms (e.g., Salesforce or similar), • Experience overseeing technical support teams, • Knowledge of AV managed services or related technical environments About Us: Avidex is a leading player in the audiovisual and IT integration industry, delivering cutting-edge solutions to a diverse range of clients. We pride ourselves on innovation, technical expertise, and a commitment to excellence. As we continue to expand, we are seeking a highly skilled and experienced Service Desk Supervisor to join our dynamic team in the Cary, North Carolina area. What We Offer: • Competitive compensation plan., • Health, dental, and vision benefits., • 401(k) retirement plan with match., • up to 3 weeks of Vacation and 7 days of Sick time off, both prorated, • 10 Paid Holidays., • 8 hours to volunteer on your favorite cause., • Opportunities for professional growth and development., • Collaborative and innovative work environment. Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We believe that diverse perspectives enhance our organization and contribute to innovation, collaboration, and overall success.